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Team Leader

3 months ago

Dunbartonshire, United Kingdom Equans Full time

**Domaine**: Fonctions Supports/Support administratif
- **Type d'emploi**: Standard
- **Temps de travail**: Hidden (30471)
- **Equans is looking for a; Team Leader - Helpdesk - Evenings & Weekends, to join our team in Avondale House, Business Support Centre on a permanent basis. This is a full time role working 37.5 hours per week. On offer is a competitive salary of £31,800 per annum, and benefits package.**

**Overview**:
You will coordinate the day-to-day tasks of the Business Support Centre Helpdesk, ensuring compliance with contractual KPI targets and SLAs as well as Lead, drive, line manage and motivate a team that exceeds customer expectations and delivers a quality customer experience.

You will be expected to identify and deliver training as required ensuring that all team members take ownership and have accountability of any problem by ensuring that they develop a thorough understanding of all processes.

you will be producing and analysing daily/weekly reports to improve and maximise teams’ performance and will be a first point of escalation for issues raised by BSC Co-ordinators.

You will have 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.

**What will you deliver?**:

- 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.
- Work with the BSC Manager to develop and maintain the skills and enthusiasm of all Business Support Coordinators.
- Point of escalation within BSC and 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.
- Assist the BSC Manager on any other tasks not detailed above as required.

**What can we offer you?**:
On offer is a competitive salary and company 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?**:

- 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.
- Can demonstrate good leadership skills or potential with excellent communications and organisational abilities.
- 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.
- Knowledge of reporting techniques.
- Demonstrated skills in employee supervision.
- Ability to lead change and innovation.
- Interpersonal skills to effectively motivate others.
- Organisational and customer service skills to effectively manage multiple priorities.
- Interpersonal communication skills to include verbal and written, active listening, critical thinking, persuasiveness, advising and counselling 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 decent