Helpdesk Operative

Equans is looking for a Helpdesk Operative to join our team based at Southern Water in Durrington near Worthing, West Sussex, on a permanent basis. This is a full time role working 40 hours per week from 08:00 to 17:00, Monday to Friday. On offer is a competitive salary and benefits package.

General Overview

Assist with Job Logging / emails. Log and allocate all customer requests to relevant provider.
Deliver excellent customer Service and interpret and manage work orders through Planon and SharePoint systems ensuring that SLA’s and KPI’s are met. Provision of administrative support as required. Reactive works sub-contractor management and on-going works management. 

What will you deliver?

• First point of contact for incoming telephone calls and services requests received by telephone and email
• Interpret and log requests, inputting details into an in-house system
• Sort and dispatch calls to relevant provider based on each party’s contract deliverables
• Prioritise urgent jobs and dispatch to relevant provider to address urgent demand
• Manage Helpdesk inbox
• Build and maintain a good working relationship with suppliers and sub-contractors
• Escalate any complaints as required and support continuous improvement activity to reduce levels of customer complaints
• Chase and manage on-going reactive and corrective work faults for engineer’s and sub-contractors
• Analysis of duplicate or re-occurring faults
• Ad-hoc administration duties as required
• Ensure all actions taken to progress a fault are call logged in Planon to ensure a full audit history
• Ensure KPI’s and SLAs are adhered to
• Cross train and learn each role to be able to cover where 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, Veterans & Reservists, YPN (Young Persons Network) and our Disability Network
• 24/7 Employee Assistance Program and access to mental wellbeing app

Who are we looking for?

• Understanding of FM or the willingness to learn
• Good planning and organisation skills and the ability to prioritise own workload efficiently
• Excellent telephone manner
• High level of attention to detail
• The ability to work to changing deadlines
• Working knowledge of MS Office including Excel and Outlook
• Experience in using Planon or similar CAFM system

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.

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.