Senior Helpdesk Coordinator

EQUANS is looking for a Senior Helpdesk Coordinator to join our team 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. 

The 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 are essential.

With good interpersonal skills, customer focus and the ability to coach, the Team Senior will act as a first escalation for queries and challenges faced by team members.  They will support the Team Leader to 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 and process.

The Team Senior will monitor team performance against established processes, identifying coaching opportunities and training needs that should be escalated to the Team Leader, celebrating success and sharing best practice. They will complete quality assurance checks, reporting feedback through the appropriate systems to ensure service quality and levels are maintained to the highest standards.

The Team Senior will be expected to work collaboratively across the department to promote closer professional working relationships, ensure tasks are completed in a timely manner and ensure actions are followed up quickly and effectively. 

The Team Leader will work closely with Team Leaders, Performance Manager, Customer experience Manage and the Regional Helpdesk Manager as well as Technical Teams to manage a breadth of KPI’s including, Continuous Improvement, Performance, Productivity and KPI’s.

What will you deliver? 

• Support the team to achieve SLAs for response times, resolution rates, and customer satisfaction across contractual KPIs.
• Efficient handling and resolution of incidents and service requests.
• Identifying and escalating recurring issues to the Team Leaders.
• Continually learn and help to improve problem-solving efficiency within the team.
• Continuously identify opportunities to streamline processes and improve efficiency.
• Work with the regional teams to ensure historical jobs are closed in a timely manner. Attending required meetings and escalate issues raised by the Regional in relation to non-delivery of work.
• Prioritise customer needs and satisfaction.
• Clearly communicate with internal and external customers, providing timely updates, and resolving issues professionally.
• Build strong relationships with customers and addressing their concerns.
• Stakeholder management including Regional Operations Teams, HMCTS, subcontractors, CAFM, Regional Technical Team, Auditors and procurement team. 
• Work with the subcontractors to provide feedback to procurement for Supplier Relationship meetings.
• Generate accurate and timely reports on team performance, key metrics, and service levels.
• Analyse data to identify trends, bottlenecks, and areas for improvement.
• Use assessment tools and data to appropriately escalate good and developmental feedback.

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 2 years’ experience in an FM helpdesk environment (desirable).
• Excellent communicator.
• Good level of operating knowledge of Microsoft Office 365 applications.
• Good level of operating knowledge of CAFM systems and Analytical tools such as Maximo, Coupa, BI systems.
• Logical approach to problem solving.
• 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.