Helpdesk Team Leader

EQUANS is looking for a Helpdesk Team Leader to join our us based 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 and benefits package.  
Leading the Stoke Regional Operations Centre (ROC) team to provide an efficient, effective and high-quality helpdesk and business support service to all customers of the ROC.

The Compliance team is the first point of contact for a variety of facilities management requirements and administration which interfaces with onsite teams and clients (both internal and external) so excellent communication skills, organisation skills and commercial awareness is essential.

With strong people management skills, customer focus and the ability to understand and interpret complex contractual requirements, the Compliance Team Leader will effectively manage the day to day operations ensuring the team deliver a friendly and proactive service, effectively handling queries and managing them in accordance with contractual requirements.

The Compliance Team Leader will be expected to monitor and manage performance against the wide-ranging contractual obligations, identifying coaching opportunities and training needs as well as celebrating success and sharing best practice. They will need to maintain a robust quality assurance system to ensure service quality and levels are maintained at the highest standards.

The Team Leader will be expected to work collaboratively across the business to promote closer professional working relationships, ensure service reviews are conducted in a timely manner and ensure actions are followed up quickly and robustly. You will work closely with stakeholders (including Regional Managers/Subcontractors/Procurement/Technical Team and Auditors) to manage a breadth of KPI’s including, Continuous Improvement, Performance, Productivity and Statutory KPI’s.
 What will you deliver?  

• Day to day management of a Team of Co-Ordinators and Senior Co-Ordinator.
• Use of HR management tools to record absence and holidays.
• Performance management of the team including regular reviews PD’s and Development plans.
• Daily review of KPI’s – specifically Stat M1/M2 and Maint M4.
• Oversee Admin paperwork – using the Evidence matrix.
• Work with CAFM lead to ensure schedules are up to date and aligned, highlight discrepancies.
• Stakeholder management including Regional Operations Teams, HMCTS, subcontractors, CAFM, Regional Technical Team, Auditors and procurement team. 
• Provide data on how the Compliance Team is performing highlighting any risks or issues. 
• Identification of process improvement and recommendations to improve ways of working.
• Maintain staffing in line with TOM and highlight any risks or issues.
• Work with the regional teams to ensure historical jobs are closed in a timely manner by attending an open works call each week. To deal with any escalation raised by the Regional in relation to non delivery of work.
• Working with the subcontractors – provide feedback to procurement for Supplier Relationship meetings.
• Implementation and lead on weekly KPI calls with Regional Teams.
• Use of management tools such as Maximo, Coupa, BI Launchpad to analyse data.
• Liaise directly with HMCTS on any issues regarding to complaints.

 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 1.5 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.
• 24/7 Employee Assistance Program and access to mental wellbeing app.

  Who are we looking for? 

• Minimum 1 years’ experience of leading a frontline customer service team.
• Minimum 2 years’ experience in an FM helpdesk environment (desirable).
• Relevant professional qualification (customer service, facilities management).
• Excellent communicator.
• Experience of leading and motivating a team to deliver the best customer experience whilst operating within defined contractual obligations.
• Confident performance manager.
• Experience of Microsoft Office 365 applications.
• Strong people manager, calm under pressure, approachable with an interest in developing team members.

 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. 

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General Operative

EQUANS is looking for a General Operative to join our team in Kidderminster on a permanent basis. This is a full time role working 37.5 hours per week. On offer is a competitive salary and benefits package.  The aim of this role is to provide a high quality level service according to contractual service level requirements. What will you deliver? 

• Correctly and efficiently recording information relating to specified mail items utilising a number of different valuable recording systems.
• Identify suspected fraudulent items utilising technology provided and processing as per requirements for each unique business unit.
• Reconciliation of banking and manifest documentation.
• Ensure mail trays are logged onto system at point of receipt and tray ID’s generated.
• Check mail trays for exempt from opening items.
• Ensure mail flows through to high speed opening, x-ray or scanning prep areas smoothly and efficiently as per the production plan.
• Ensure envelopes are opened on the high speed equipment in rotation as per the plan and that all tray id’s are updated on the system.
• Accurately preparing mail into batches for scanning.
• Ensure correct envelope and document separators are used where mail is being prepared for scanning.
• Ensure correct exempt lists are referred to for the Business Unit mail being handled.
• Utilise technology during sort process to record live production information.
• Ensure valuables are secure during the sort process and identifiable at all times.
• Ensuring high priority batches are scanned first.
• Ensure correct information is selected on the scanning software prior to scanning a batch for the multiple business units documents being scanned within the scanning area.
• Ensure any good housekeeping tasks are undertaken on the scanners or within the scanning room at the start and end of each shift.
• Ensure the documentation once scanned is sent to the next relevant area within the unit.
• Undertake any archiving tasks as required.
• Report any areas of concern to the Team Leader.
• Comply with all processes and procedures to support multi skilled training.
• Undertake any other duties and ad hoc tasks that may reasonably be expected by the Team Leader.
• Actively demonstrate the company values of “Drive, Commitment, Daring and Cohesion” in all actions and behaviours.
• Adhere to the Company dress code.

 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 1.5 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.
• 24/7 Employee Assistance Program and access to mental wellbeing app.

  Who are we looking for? 

• PC literate with good knowledge of Microsoft Applications (Word, Excel, Access).
• Previous experience of data entry with a typing speed equivalent to a minimum of 45-50 w.p.m.
• Good numeracy skills.
• Good reading and writing skills.

  This role includes a Basic DBS check therefore ability to pass is essential.  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. 

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Planner

EQUANS is looking for a Planner to join our team based in Reading, RG2 on a permanent basis. This is a full time role working 40 hours per week. On offer is a competitive salary and benefits package.  You will provide a professional service to all our customers, both internal and external, in all areas of the Scheduling function in accordance with contractual scope. To supervise and support the team where required, providing leadership, guidance, and assistance with all associated tasks. The successful candidate must provide a significant contribution to overall efficiency, effectiveness, contract profitability and must therefore play their part in the overall delivery of service. What will you deliver?  

• Schedule PPM work to correct skilled engineers to ensure PPMs are completed within SLA.
• Schedule reactive call outs to correct skilled engineers, to achieve first time fix and ensure reactives are completed within the correct SLA.
• Contact customers with etas on urgent jobs to ensure access is granted and the customers are aware the urgent jobs are in hand.
• Carry out daily jeopardy management on any jobs that are at the risk of failure and ensure appropriate action is taken if work cannot be completed.
• Ensure notes and mitigations are added to CAFM system throughout the day to evidence jeopardy management has taken place and to ensure notes are available to the customer.
• Running weekly reports for the whole team to ensure visibility of performance of the contract.
• Work with the Contract Managers to look at future PPMS and identify if out of hours work is required, or if PPMs need to be pulled forward. 
• Raise purchase orders (PO’s) for internal labour for parts or equipment and ensure POs are receipted within 48 hours of invoices being received.
• Raise POs as an instruction to external labour to attend PPM or reactive work, and ensure PO’s are receipted within 48 hours of receiving invoice.
• Work alongside Customer Service Centre to ensure jobs are being raised with the correct information and on the correct standard order and priority.
• Logging and assigning jobs on our CAFM systems Plan-on and ensuring our clients systems are continuously updated.
• Use customer systems and provide updates on both reactive and PPM work, adding documentation for any jobs that have been completed.
• First point of contact for engineers and Contract Managers regarding scheduling queries.
• Ensure CAFM systems are always up to date, extracting key information when requested.
• Responsible for the ‘On Call Rota’ ensuring that an engineer is available to cover each engineering discipline for ‘out of hours’ works.
• Carry out general administrative duties in line with the departmental policies & procedures.
• Provide support to the National Customer Service Manager for new starter training and any further training to the Helpdesk team. 
• Liaise with the National Customer Service Manager, to discuss the daily/weekly plans taking place, highlighting any Business-critical events.
• Take reasonable care for the health and safety of him/herself and others who may be affected by their acts and omissions and to co-operate with his/her employer so far as is necessary to enable them to carry out their statutory duty.

 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 1.5 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.
• 24/7 Employee Assistance Program and access to mental wellbeing app.

  Who are we looking for?  

• Previous experience as a Planner would be advantageous. 
• Customer Service experience, either face to face or in the Call or Contact Centre environment. 
• Good IT knowledge and experience covering knowledge of MS Outlook and other MS Office packages including: Word and Excel. 
• Good communicator. 
• FM / Property Experience, knowledge of other MS Office packages, including PowerPoint, Access, Visio - Desirable.
• Knowledge of all current CSC operating systems, knowledge of Room and Desk Booking systems - Desirable.
• General understanding of Company wide processes.

 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. 

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