Helpdesk Team Leader Birmingham, England
Job description
Domain: Support Services/Customer Services and Administration
Job type: Standard
Schedule:
Equans is looking for a Helpdesk Team Leader to join our team based at Sandwell & West Birmingham Hospital on a permanent basis. This is a full time role working 40 hours per week. On offer is a competitive salary and benefits package.
General Overview
This role reports directly to the Helpdesk Manager and will be responsible for supervision of the Helpdesk Team and Workflow, ensuring that the operation supports and complies with the Contractual requirements. The individual will have oversight of the reactive workflow and ensure this is being managed accordingly, as well as ensuring response and rectification times are being met.
Experienced of working in a Helpdesk Coordinator role is required, the Team Leader will be required to demonstrate excellent management skills, telephone techniques, and the ability to coach/mentor members of the team.
The main objective of the Helpdesk Team Leader is to ensure the Helpdesk is manned at all times and the Helpdesk Coordinators are trained and coached in order to perform in their roles successfully. This will include utilising reports and dashboards to track open jobs to ensure response and rectification times are being adhered to. The Helpdesk Team Leader will also play a key role in ensuring the Helpdesk processes being followed comply with both the requirements of the contract and the ISO 20000 Standard.
Please note: This is a 24/7 helpdesk, so flexibility to work evening/weekends is required.
What will you deliver?
Line management responsibility of the Helpdesk Coordinators
Ensure staff rotas are in place and there is sufficient cover on the Helpdesk at all times
Train the Helpdesk team on all required systems and processes and deliver Toolbox talks as required
Undertake 121s with the team, providing feedback on performance and support with the training and development of individuals
Monitor the call and email answering rates in line with the contractual SLAs and highlight any issues and suggested actions to the Helpdesk Manager
Supervision of the Workflow to ensure compliance with Response and Rectification times
Utilise dashboards and BI reports to oversee the reactive jobs and ensure appropriate actions are taken in a timely manner
Monitor reactive jobs to ensure these are logged accurately and dispatched in a timely manner
Carry out daily/weekly breach reviews and capture any mitigating factors within Maximo
Monitor subcontractor performance in line with Helpdesk requirements and escalate and issues to the Management team
Supervision of other Helpdesk related systems
Provide cover for colleagues during sickness, annual leave etc.
Attend and participate in Training courses as required and to undertake any training in the future as may be required to ensure the duties of the post are effectively carried out
Review Customer Feedback responses and take the necessary actions
Interviewing/Training Helpdesk Ops
Deputise for the Helpdesk Manager as required.
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 WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Persons Network) and our Disability Network
24/7 Employee Assistance Program and access to mental wellbeing app
Who are we looking for?
Prior experience of helpdesk and delivering high levels of customer service
Experience of supervising/leading a team
Experience of scheduling
Proficient in use of Excel and other Microsoft Office applications
Excellent communication skills
Excellent management skills
Self-disciplined and able to work on own initiative
Preferably Maximo trained, however job specific training can be provided.
This role includes a DBS standard check therefore ability to pass is essential.
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)
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 WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Professionals Network) and our Disability Network.
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: Birmingham West Midlands United Kingdom
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