Customer Service Team Leader

1 month ago


Newcastle upon Tyne, United Kingdom Equans Full time

**Domaine**: Fonctions Supports/Support administratif
- **Type d'emploi**:
**Temps de travail**: Full-Time
- **Equans is looking for a Customer Service Advisor** **to join our team in Newcastle upon Tyne** **on a Fixed term contract** **basis of 8 months. This is a **full time **role working 37.5** **hours per week. On offer is a **competitive salary of £25,440 - £27,560 per annum dependant on experience and skills as well as company **benefits package.**

**This will be a hybrid role once training is completed.**

**General Overview**:
Customer Service team leaders are responsible for leading a team of Customer Service Advisors delivering excellent customer outcomes. Team leader’s drive productivity and ensure the delivery of high quality, cost-effective services through supporting continuous improvement.

Our Team leaders are an integral part of the leadership of the Customer Service team maintaining morale and facilitating excellent communications. The primary accountability for this role will be to support EQUANS’s Facilities Management Helpdesk located at our Shared Service Centre (SSC).

The team leader will also act as an SME and point of escalation for customer enquiries therefore a sound knowledge of the facilities management market is desirable.

The post holder will be required to work flexibly with variable hours of work to respond to the changing needs of the service. Occasional travel to other sites may also be required as part of the role.

**What will you deliver?**
- Support the delivery of an effective and efficient operational service.
- Ensure adherence to key metrics linked to maximising productivity, improved quality and KPIs
- To implement an effective and robust performance management framework to improve quality and productivity; driving performance through achieving targets and personal achievements
- Act as a point of escalation for Advisors to manage more complex enquiries
- Provide clear effective leadership to inspire, motivate and empower team members to deliver excellent customer service
- Assist in the recruitment, training and ongoing development of team members
- Maintaining personal development, training and awareness and take personal responsibility for own development by highlighting any gaps to the relevant manager
- Support and deputise for the Operations Manager when 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?**
- Good general education with a minimum of 4 GCSE at grade C or above including Maths and English, or the equivalent, and/or relevant experience.
- Evidence of continual professional development.
- Good literacy, numeracy and ICT skills.

This role includes a DBS 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.

CODE: CUSENG

**What’s next?**
- 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 p



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