Helpdesk Team Leader

7 days ago

North Lanarkshire, United Kingdom Equans Full time

Helpdesk Team Leader

**Offer ID**:

- 58295**Contract type**:

- Permanent**Schedule**:

- Full-Time**Country**:

- United Kingdom**EQUANS is looking for a Helpdesk Team Leader to join our team based in Bellshill on a permanent basis. This is a full time role working 37.5 hours per week. On offer is a salary of £30,900 per annum and benefits package.**

This role is Critical and central to this role is providing assistance to the BSC Manager 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 24/7/365.

**What will you deliver?**
- Coordinate the day-to-day tasks of the Business Support Centre Helpdesk, ensuring compliance with contractual KPI targets and SLAs
- Lead, drive, line manage and motivate a team that exceeds customer expectations and delivers a quality customer experience
- Drive the team take ownership of their tasks and areas of responsibility
- Identify and deliver training as required
- Ensure that all team members take ownership and have accountability of a problem by ensuring and developing a thorough understanding of processes
- Produce and analyse daily/weekly reports to improve and maximise teams’ performance
- First point of escalation for issues raised by BSC Co-ordinators
- Performance manage the team including regular 121s with to ensure issues are identified and resolved quickly
- Performance manage the team including regular 121s with to ensure issues are identified and resolved quickly
- Day to day supervision of the Business Support Coordinators, including but not limited to conduct, performance, time keeping, attendance and capability. Taking the necessary and appropriate actions to address any inappropriate behaviour or low standards, with support and advice from the BSC Manager and HR
- Assist BSC Manager with management and production of staff rota ensuring coverage for holiday, sick absence etc
- Fully support the BSC Manager by establishing and maintaining an organised, structured, and well managed working environment
- Point of escalation within BSC
- Drive up customer perception and satisfaction
- Assisting in the producing of performance reports for senior management, which may include but is not limited to reports on staff performance, service development etc
- Work in conjunction with the other teams within the Business Support Centre and wider teams to ensure a seamless end to end service
- Support with mobilisations and training and induction of new starters
- Work in partnership with the other BSC Team Leaders to support best practice
- Any other duties as required by the BSC Manager.

**What can we offer you?**

On offer is a salary of £30,900 per annum and benefits package, which includes;
- 24 days annual leave (+ public holidays)
- Life Cover equivalent to 1.5 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?**
- Minimum 2 years’ experience in a Helpdesk environment (preferably FM)
- Previous experience as a team leader preferable
- Commercially astute, used to a contract operating environment with SLAs and KPIs
- Enthusiasm to be a leader in a growing and customer focused environment
- An outgoing and calm approach that helps to build excellent working relations and a harmonious environment
- Ability to coach and motivate a team to provide the best customer service whilst operating within defined contract terms and processes
- Excellent communicator and able to influence effectively at all levels
- Knowledge of processes, protocols and procedures, personnel management and personnel policy
- Demonstrated skills in employee supervision.

**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,

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