Senior Customer Service Representative – FM Helpdesk

Equans has an exciting opportunity for a Senior Customer Service Representative – FM Helpdesk to join our Helpdesk team at Southmead Hospital in Bristol.  This is a full-time permanent position working 40 hours per week, 5 days from 7.  Shift times are 7.5 hours per day between 07:00 and 19:00.  Please note this role involves working two weekends in every three.  On offer is a competitive salary and benefits package.

Purpose of the role

The role is based at Southmead Hospital Bristol, working closely with the Operations team. The role involves supervision of a demanding Facilities helpdesk serving an 800-bed acute hospital.

What will you deliver?

• To supervise the FM Helpdesk service
• Ensure calls are answered within SLA metrics
• Jeopardy management of reactive and planned maintenance tasks.
• Support the Performance manager in the Management of the Maximo CAFM system
• Point of escalation between helpdesk and engineering supervisor
• Monitor performance of the helpdesk staff including appraisal, absence and disciplinary
• Contact relevant subcontractor and co-ordinate site visits
• Raise Purchase Orders, invoicing, and other ad-hoc administration support to the department
• Working 40 hours per week, 7.5 hours per day between 07:00 and 19:00, 5 days from 7 with a 30 minute unpaid break

Who are we looking for?

• Must have prior experience supervising a team
• Excellent customer service ideally in a helpdesk environment
• Knowledge of a CAFM system desirable – Maximo
• Excellent communication skills, both oral and written
• Able to work as part of a team and autonomously
• Must have good IT skills (able to use email, management systems, databases)
• Well organised and able to prioritise workload
• Good timekeeper and reliable
• Able to work under pressure and to deadlines

What can we offer you?

• 24 days annual leave (+ public holidays)
• Life Cover equivalent to X1.5 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 including WiE (Women in EQUANS), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Persons Network) and our Disability Network
• 24/7 Employee Assistance Program and access to mental wellbeing app
• Opportunities for career advancement and professional development.
• Supportive work environment with a focus on teamwork and collaboration.

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, Green Network, Veterans & Reservists Network, 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.