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Helpdesk Team Leader

4 months ago

Bellshill, United Kingdom EQUANS Full time

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, 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/.

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 Ensure continuous development and understanding of Maximo/CAFM/system functionality and how to apply this within processes Performance manage the team including regular s with to ensure issues are identified and resolved quickly Performance manage the team including regular s 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, per annum and benefits package, which includes; 

24 days annual leave(+ public holidays)  Life Cover equivalent to 1.5 timesannual 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? 

EQUANSis a world leader in energy services with nearly , 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, 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. 

At Equans were committed to delivering a culture where everyones 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 youll find a welcoming and open workplace where youre supported and encouraged to be your true self at work. Youll also have access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young ProfessionalsNetwork) 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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