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Job description

Domain: Support Services/Customer Services and Administration

Job type:
Schedule:
Equans is looking for a Helpdesk Manager – Business Services Centre to join our team in Bellshill, Avondale House on a permanent basis. This is a full time role working 37.5 hours per week. On offer is a competitive salary of £39,000 – £42,500 per annum, dependant on skills and experience, and company benefits package.

Overview:
You will be managing the helpdesk team which covers all contractual requirements across the Cheshire region, including the Cheshire West & BRIO contracts. You will ensure that your team are working efficiently and that the services are being delivered to the highest standards.

Critical and central to this role is aiding the Business Services Director in reducing deductions/service failures as a result of the various payment mechanisms across the PPP/PFI estate, driving a culture of customer service, continuous improvement and ensuring absolute continuity of service

What will you deliver?
Lead the day-to-day performance of the Business Support Centre – Helpdesk Team – to deliver a best-inclass service, meeting or exceeding all KPIs and within budget.
Lead, inspire and co-ordinate the Business Support Centre team at all levels to create motivated and engaged colleagues.
Management of the 24/7 Business Support Centre Helpdesk teams including but not limited to conduct, performance, time keeping, attendance, training, and capability.
Effectively manage call flows, resources, reporting systems and processes ensuring documentation and procedures are kept up to date.
Use the commercial notes to ensure that each job is set up and processed in accordance with the contract requirements.
Develop positive and constructive relationships with all colleagues.
Produce and analyse performance reports for senior management, which may include but is not limited to reports on KPI adherence, staff and team performance, service development etc.
Ensure that Team Leaders take ownership of a problem by ensuring and developing a thorough understanding of the business requirements and expectations.
Ensure that the Team Leaders take ownership of their tasks and areas of responsibility.
Control of the Helpdesk Rota, ensuring cover is provided 24/365. This will include absence and annual leave resource management.
Regular contact and touch points with the Out of Hours teams within the Business Support Centre.
Performance manage the team via reports, training, and development and by identifying best practice to support this development.
Responsible for the recruitment, training, induction, and coaching strategy across the Business Support Centre.
Applying best practice, develop continuous improvement plans and make recommendations/provide solutions based upon the employee and customer insight.
Establish and maintain an organised, structured and well managed working environment. Work closely with HR, L&D and Training delivery teams. Taking responsibility for the ongoing development all levels of Business Support Centre colleagues.
Support the Business Services Director with expansion plans for the Business Support Centre and be actively involved with mobilisations.
Leading a team in providing solutions to the technical problems and questions from Electric Vehicle owners who are using chargers operated by EQUANS.
Take part in On Call rota for escalations out of hours.
What can we offer you?

On offer is a competitive salary, 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

Required skills and experience:
Minimum 2 years’ experience of managing a FM Helpdesk or similar (essential)
Minimum 2 years’ experience in a PPP/PFI Helpdesk environment (desirable)
Commercially astute, used to a contract operating environment with SLAs and KPIs (essential)
Excellent communicator and able to influence effectively at all levels.
Experience of motivating a team to provide the best customer service whilst operating within defined contract terms and processes (demonstrable)
Experience of managing change effectively.
Can demonstrate excellent organisational abilities.
An outgoing and calm approach that helps to build excellent working relations and a harmonious environment.
Knowledge of processes, protocols and procedures with a focus on budget, people management and people policy.
Knowledge of financial analysis and reporting techniques; human resources and accounting and payroll.
Demonstrated skills in employee supervision.
Interpersonal skills to effectively motivate others.
Knowledge of computer application programs.
Interpersonal communication skills to include verbal and written, active listening, critical thinking persuasiveness, advising and counseling skills.
Ability to quickly evaluate issues and identify resolution.
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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Job location: Bellshill North Lanarkshire United Kingdom

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