Helpdesk Performance Manager

Equans is looking for a Helpdesk Performance Manager to join our team in Stoke on Trent on a permanent basis. This is a full-time role working 40 hours per week. On offer is a competitive salary, bonus and benefits package.

This role offers hybrid working

Equans are a leading Facilities Management company in the UK, providing comprehensive and integrated services to a wide range of clients. Our commitment to excellence and innovation has made us a trusted partner in managing and maintaining high-quality facilities across various sectors. We are looking for a dynamic and experienced Helpdesk Performance Manager to join our team and contribute to our continued success.

We are looking for an individual who can lead a team of Service Co-ordinators within the Helpdesk function with responsibility for supporting operational teams to deliver maintenance services.  Reporting into the Regional Helpdesk Manager, the post holder will be responsible for the end-to-end management and performance of the Helpdesk. Driving performance across all aspects of the function leading initiatives to create above target performance and positive financial impact to the contract. A proactive attitude will be required with enthusiasm to see positive outcomes from start to finish; persistence and resilience is key.

The Helpdesk Performance Manager is responsible for overseeing and managing the day-to-day operations of the facilities management services within the Helpdesk. Responsible for the effective delivery of services including but not limited to the logging/dispatch/chasing of jobs logged. End to end administration of work including contact with 3^rd party suppliers, management of paperwork and closing of jobs within the CAFM system.  This role involves leading a team of 4 Team Leaders and 60 service co-ordinators focusing on key performance indicators (KPIs), fostering positive behaviours, and ensuring high performance across the team.

The ideal candidate will have previous experience of managing high volume workflow in a helpdesk environment is essential with an awareness of commercial and financial impact is required including understanding the wider impact KPI/ SLA achievements has on the contract. Have a keen eye for detail and inquisitive nature is required with the ability to analyse vast amounts of data, (including reviewing new works orders, margin analysis and providing robust job analysis). The individual should be comfortable asking for information and asking questions to understand the areas where improvements can be made. The successful candidate would implement any changes needed at pace and be able to measure and report on improvements across multiple stake holders.

What will you deliver?

• Operational Management of the Helpdesk managing a team of 70 FTE
• lead, mentor and support the Team fostering positive and collaborative working environment
• Monitor and evaluate team performance against KPI’s to ensure targets are met or exceeded, implement performance plans where necessary to address any performance issues
• Collate detailed management reports for operational teams utilising the CAFM system
• Regularly review and analyse KPI data and identify trends issues and opportunities for improvement, provide regular report to senior management providing insights and recommendations for improvement
• Work with the Customer Experience manager to ensure high levels of Customer Experience through effective service delivery and prompt issue resolution, act as a point of escalation for major customer issues ensuring timely and effective resolution
• Ensure all operations comply with industry standards and company policies, ensure a quality assurance framework is in place to maintain high standards of service delivery and conduct regular audits
• Regular reviews of resource to ensure a cost effective service is delivered, identify and implement cost saving measure through process improvements. Ensure adequate staffing levels and resource allocation to meet operational demands

What can we offer you?

On offer is a competitive salary, bonus and benefits package, which includes;

• 25 days annual leave (+ public holidays)
• Life Cover equivalent to 2 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 AccessAbility (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), WOMEN TOGETHER (representing women in Equans), Working Parents, and Young Professionals.
• 24/7 Employee Assistance Program and access to mental wellbeing app

Who are we looking for?

• Previous experience in a Leadership role in a Facilities Management or service industry Helpdesk
• Previous experience in a work delivery performance management
• Management experience and understanding of contractual and performance management with the ability to deliver results
• Excellent communicator and able to influence effectively at all levels
• Proficiency in Microsoft Office and relevant Facilities Management Software
• Commercially astute, used to a contract operating environment with SLAs and KPIs
• An outgoing and calm approach that helps to build excellent working relations and a harmonious environment
• Knowledge of processes, protocols and procedures with a focus on budget, personnel management and personnel policy
• Confident with data with the ability to manipulate data, in different formats, derive insights, commentary, compelling fact-based
• Proven ability to work to tight deadlines / with conflicting priorities
• Great appreciation and understanding for Health, Safety, Environment, Wellbeing, Mental Health, Agile work practices & methodologies

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. 

As part our commitment to better reflect the markets within which we operate, we encourage applications from women, ethnically diverse individuals and people with disabilities, along with all candidates who identify with protected characteristic groups under the Equality Act 2010. 

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 AccessAbility (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), WOMEN TOGETHER (representing women in Equans), Working Parents, and Young Professionals.

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.