Helpdesk Coordinator

EQUANS are recruiting for a Helpdesk Coordinator to be based in Winsford. This is a permanent full-time role working 37 hours per week. On offer is a competitive salary and benefits package.

General Overview

To coordinate, schedule, and manage the full life cycle of all facilities management tasks through to completion. This includes delivering a consistently high standard of service by interpreting and processing work orders within the CAFM system, scheduling and dispatching reactive works to engineers and subcontractors across multiple locations, and ensuring all tasks are completed within the required contractual SLA timeframes. The role also involves providing administrative support where necessary.

Key Accountabilities

The role will focus on the following requirements:

• Act as the first point of contact for incoming calls, emails and requests.
• Log, allocate and manage maintenance jobs accurately through the CAFM system.
• Coordinate with engineers, subcontractors and suppliers to ensure works are completed within agreed timescales.
• Obtain, issue and monitor quotations, ensuring timely follow-up where required.
• Provide regular updates to clients and stakeholders on job progress. 
• Monitor key performance indicators and service level agreements for each service request, proactively escalating issues where deadlines are at risk.
• Prioritise and triage incoming requests to ensure appropriate allocation and response times.
• Raise purchase orders and receipt in a timely manner to ensure accurate records in accordance with company procedures. 
• Ensure client portals and internal systems are updated accurately and in line with contractual requirements.
• Identify and escalate urgent or overdue tasks to support service delivery.
• Ad hoc administration duties.

The successful candidate will need:

• The ability to work under pressure and to handle potentially difficult customers in a positive and confident manner
• The ability to work generically, with minimum support, and to use own initiative
• The ability to demonstrate a team approach
• The ability to work to tight deadlines and deliver quality outputs

What can we offer you?

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

• Pension Scheme
• 24 days annual leave (+ public holidays)
• Life Cover equivalent to 1.5 times annual salary
• 24/7 Employee Assistance Program and access to mental wellbeing app
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts 
• Cycle to work scheme 
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes

Who are we looking for?

Essential

• Previous experience working in a facilities or helpdesk environment
• A good working knowledge of office IT systems and CAFM systems
• To be familiar with the principles of customer care and Service Level Agreements
• Experience dealing with customers with the ability to build and maintain effective relationships
• Ability to plan, prioritise and organise work to meet deadlines

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.