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Equans is looking for a Customer Care Advisor to join our team in Leeds on a permanent basis. This is a full time role. On offer is a competitive salary and benefits package.

The Helpdesk Advisor will form part of the Planning and Helpdesk Function, ensuring duties are carried out in accordance with customer and company requirements. They will take and handle customer requests and enquiries within recognised safe systems and in accordance with all aspects of health and safety legislation. They will participate in a team approach to the allocation of duties under the management of the Lead Planner and Supervisor, supporting and working effectively with colleagues to provide good working relationships within the service

What will you deliver?

• Receive and handle customer calls and emails, collecting all relevant information from the customer to accurately prioritise, triage and dispatch requests/works in accordance with procedures.
• Prioritise requests in line with policy agreed with the client to ensure that customer requirements are met.
• Record all details of the request, call or email accurately on Impact in accordance with guidance so that operations are able to effectively meet customer requirements
• Triage the customer requests in accordance with company processes to identify the most appropriate dispatch approach, e.g. raising a works order for later dispatch, referring the request to the sub-contractor management team or referring the request to another internal or external owner
• Receive and record customer complaints, assisting the customer where possible to resolve the complaint immediately but escalating/referring as appropriate in accordance with processes

What can we offer you?

On offer is a competitive salary, car or car allowance, bonus and benefits package, which includes;

• 24 days annual leave (+ public holidays)
• Life Cover equivalent to 1 times annual salary
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts
• Cycle to work scheme
• Holiday purchase scheme
• 2 corporate social responsibility days per year
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes
• Attractive Employee Referral Rewards Scheme
• Access to our growing employee networks including AccessAbility (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), Women Together (representing women in Equans), Working Parents, and Young Professionals.
• 24/7 Employee Assistance Program and access to mental wellbeing app

Who are we looking for?

• Excellent communication skills across all channels – face to face, written and verbal
• Experience working in a contact centre, helpdesk or customer service function
• Self-disciplined, able to work on own initiative and commitment to meeting and exceeding customer expectations at all times
• Flexible and adaptable approach to work
• Experience of CAFM/CRM systems and ability to develop knowledge of Impact

Who are we?

Equans is a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros.

In the UK & Ireland, Equans is a provider of technical, FM, regeneration and energy services – with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewables.

Equans’ 13,500 UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital & industrial transitions that are redesigning the way we move, work and live.

Equans is a Bouygues group company.

What’s next?

If this role is of interest to you, please click below to register, apply, and track your progress! A member of our Resourcing Team will review your application and be in touch.

Code: CUSENG

As part our commitment to better reflect the markets within which we operate, we encourage applications from women, ethnically diverse individuals and people with disabilities, along with all candidates who identify with protected characteristic groups under the Equality Act 2010.

At Equans we’re committed to delivering a culture where everyone’s voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans you’ll find a welcoming and open workplace where you’re supported and encouraged to be your true self at work.

You’ll also have access to our growing employee networks including AccessAbility (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), Women Together (representing women in Equans), Working Parents, and Young Professionals.

For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a re-location package with this job role. Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements.

The Equans Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to Equans Managers.

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