Customer Service Advisor

EQUANS are recruiting for a Customer Service Advisor to be based in Newcastle. This is a permanent part-time role working 25 hours per week. On offer is a salary of £17,485 and benefits package. 

General Overview

Customer Service Advisors are part of a wider Customer Service team providing comprehensive advice and information on a range of services via all contact channels e.g. telephone, face to face and other electronic channels. The post holder will be expected to provide support for a range of internal and external customers, providing first contact resolution and taking ownership of customer’s enquiries.  The post holder will work within and actively promote customer service standards, acting as an ambassador for Customer Services, clients and EQUANS. The post holder will be required to work flexibly with variable hours of work.

Key Accountabilities

• To effectively manage and respond to all enquires and communication via all contact channels e.g. telephone, post, email, face to face, and digital methods.
• To provide advice and information on a range of services as required.
• Promotion of self – serve channels
• To receive, process and issue applications for services
• To signpost customers to other services and events
• To receive and process complaints, comments or suggestions ensuring these are  resolved, where possible, at first point of contact or escalate through agreed processes
• To process payments and maintain accurate records adhering to all financial and audit requirements.
• To adhere to established procedures for each service request. 
• Adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction and drive service efficiencies.
• Assisting in service development and continuous improvement projects and activities.
• Acting in accordance with EQUANS’s Safety, Health & Equal Opportunities (SHEQ) policies and ensure compliance with all EQUANS policies, regulations, guidelines and procedures.
• Maintaining personal development, training and awareness and take personal responsibility for own development by highlighting any gaps to the relevant team leader or manager
• Be able to work to a high standard of accuracy that ensures prompt, efficient and effective service delivery
• Be able to produce accurate and error free written responses
• Ensure behaviours are aligned with EQUANS’s core values and competencies

Specific Responsibilities/ tasks

• Relationship management:
• Promote a positive image of the Client, associated services and EQUANS

• Administrative and Financial management:
• Undertake day-to-day administrative, financial and support service routines as required

• Impact:
• Contributes to the delivery of excellent customer experience
• Contributes to the efficient delivery of services
• Contributes to growth opportunities and acts as an ambassador for Customer Service across the business 

• Support EQUANS by:
• Participating and contributing to new business opportunities
• Identifying and contributing to continuous service improvements
• Participate in Equans corporate social responsibility days

• This list is typical of the level of duties expected of the post holder.  It is not exhaustive, and other duties of a similar type and level will be required.

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

• 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 

Who are we looking for?

Qualifications or Required Experience:

Qualifications

Essential:

• Good general education with a minimum of 4 GCSE at Grade C or above including Maths and English, or the equivalent, and/or able to demonstrate relevant experience and capability
• Good literacy, numeracy and ICT skills 

Desirable:

• Possesses a recognised Customer Service qualification e.g. NVQ, ICS

Experience

Essential:

• Experience in providing help, advice and information in a customer service environment
• Experience of gathering, organising and managing information
• Experience of working in a team and in a performance management culture
• Experience of working with a wide range of ICT systems including Microsoft Office

Desirable:

• Experience of payment routines and financial systems
• Experience of using a range of associated business systems e.g. Contact Management, Customer Relationship Management, workforce Management

• Experience of processing applications, gathering supporting documents and decision making
• Experience of working across different channels e.g. telephone and face to face
• Experience of supporting project work, activities and continuous improvement

Roles and Behaviours

Essential:                                                                            

• Flexibility to work shifts and across different sites to meet our business needs across the opening hours of the service
• Ability to work as part of a team and/or work unsupervised as required
• Ability to work consistently in an enthusiastic and professional manner.
• Ability to stay calm under pressure
• Delivers excellent Customer Service in line with standards and expectations in line with North Tyneside Council’s Customer Promise
• Positive attitude to challenges and change
• Excellent communicator both written and verbal
• Commitment to equal opportunities and anti-discrimination policies

Key Attributes

• Team Player
• Positive can do attitude
• Enjoy working with Customers
• Self disciplined/methodical in their approach
• Good level of interpersonal skills i.e. listening, empathy, understanding
• Attention to detail
• Confident and able to communicate effectively
• Ability to multitask
• Self motivated
• Enthusiastic
• Self Motivated

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 building a diverse, respectful and inclusive workplace that truly reflects the communities and markets we serve.

Joining Equans means being part of a culture where every voice is valued, supported by vibrant employee led networks championing inclusion and diversity across gender, ethnicity, disability, LGBTQ+, veterans, parents, and young professionals.

Guided by our core values, we foster a culture of respect, integrity, collaboration, and excellence - empowering our people to deliver outstanding results and be their authentic selves every day. Our approach means we welcome candidates with transferable skills who may not meet every specific requirement, and where possible we support flexible working arrangements and reasonable adjustments to enable success.

For this role, you must have evidence of the right to work in the UK. Certain roles may require applicants to undergo a Disclosure check or security vetting, as noted in the role requirements. A criminal record will not necessarily be a barrier to obtaining a position with us.

As part of our recruitment process, EQUANS uses StaffVetting, our trusted third-party provider, to support the completion of employee background checks. StaffVetting delivers professional screening services in a friendly, efficient, and customer-focused way, helping us ensure the right checks are completed from the start of the application journey."

We are Disability Confident Level 2 members, and we offer the Guaranteed Interview Scheme as part of this commitment. Where feasible, if a candidate applies under the Disability Confident Scheme and they meet all of the essential criteria, we will offer an interview.  To find out more about this scheme please click here.

The Equans Resourcing Team manage this requirement. Agency involvement is not required. All related enquiries should come to the resourcing team not direct to Equans Manager

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Customer Service Advisor

EQUANS are recruiting for a Customer Service Advisor to be based in Newcastle. This is a permanent full-time role working 37.5 hours per week. On offer is a salary of £26,277 and benefits package.

General Overview

Customer Service Advisors are part of a wider Customer Service team providing comprehensive advice and information on a range of services via all contact channels e.g. telephone, face to face and other electronic channels. The post holder will be expected to provide support for a range of internal and external customers, providing first contact resolution and taking ownership of customer’s enquiries.  The post holder will work within and actively promote customer service standards, acting as an ambassador for Customer Services, clients and EQUANS. The post holder will be required to work flexibly with variable hours of work.

Key Accountabilities

• To effectively manage and respond to all enquires and communication via all contact channels e.g. telephone, post, email, face to face, and digital methods.
• To provide advice and information on a range of services as required.
• Promotion of self – serve channels
• To receive, process and issue applications for services
• To signpost customers to other services and events
• To receive and process complaints, comments or suggestions ensuring these are  resolved, where possible, at first point of contact or escalate through agreed processes
• To process payments and maintain accurate records adhering to all financial and audit requirements.
• To adhere to established procedures for each service request. 
• Adhering to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximise customer satisfaction and drive service efficiencies.
• Assisting in service development and continuous improvement projects and activities.
• Acting in accordance with EQUANS’s Safety, Health & Equal Opportunities (SHEQ) policies and ensure compliance with all EQUANS policies, regulations, guidelines and procedures.
• Maintaining personal development, training and awareness and take personal responsibility for own development by highlighting any gaps to the relevant team leader or manager
• Be able to work to a high standard of accuracy that ensures prompt, efficient and effective service delivery
• Be able to produce accurate and error free written responses
• Ensure behaviours are aligned with EQUANS’s core values and competencies

Specific Responsibilities/ tasks

• Relationship management:
• Promote a positive image of the Client, associated services and EQUANS

• Administrative and Financial management:
• Undertake day-to-day administrative, financial and support service routines as required

• Impact:
• Contributes to the delivery of excellent customer experience
• Contributes to the efficient delivery of services
• Contributes to growth opportunities and acts as an ambassador for Customer Service across the business 

• Support EQUANS by:
• Participating and contributing to new business opportunities
• Identifying and contributing to continuous service improvements
• Participate in Equans corporate social responsibility days

• This list is typical of the level of duties expected of the post holder.  It is not exhaustive, and other duties of a similar type and level will be required.

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

• 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 

Who are we looking for?

Qualifications or Required Experience:

Qualifications

Essential:

• Good general education with a minimum of 4 GCSE at Grade C or above including Maths and English, or the equivalent, and/or able to demonstrate relevant experience and capability
• Good literacy, numeracy and ICT skills 

Desirable:

• Possesses a recognised Customer Service qualification e.g. NVQ, ICS

Experience

Essential:

• Experience in providing help, advice and information in a customer service environment
• Experience of gathering, organising and managing information
• Experience of working in a team and in a performance management culture
• Experience of working with a wide range of ICT systems including Microsoft Office

Desirable:

• Experience of payment routines and financial systems
• Experience of using a range of associated business systems e.g. Contact Management, Customer Relationship Management, workforce Management

• Experience of processing applications, gathering supporting documents and decision making
• Experience of working across different channels e.g. telephone and face to face
• Experience of supporting project work, activities and continuous improvement

Roles and Behaviours

Essential:                                                                            

• Flexibility to work shifts and across different sites to meet our business needs across the opening hours of the service
• Ability to work as part of a team and/or work unsupervised as required
• Ability to work consistently in an enthusiastic and professional manner.
• Ability to stay calm under pressure
• Delivers excellent Customer Service in line with standards and expectations in line with North Tyneside Council’s Customer Promise
• Positive attitude to challenges and change
• Excellent communicator both written and verbal
• Commitment to equal opportunities and anti-discrimination policies

Key Attributes

• Team Player
• Positive can do attitude
• Enjoy working with Customers
• Self disciplined/methodical in their approach
• Good level of interpersonal skills i.e. listening, empathy, understanding
• Attention to detail
• Confident and able to communicate effectively
• Ability to multitask
• Self motivated
• Enthusiastic
• Self Motivated

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 building a diverse, respectful and inclusive workplace that truly reflects the communities and markets we serve.

Joining Equans means being part of a culture where every voice is valued, supported by vibrant employee led networks championing inclusion and diversity across gender, ethnicity, disability, LGBTQ+, veterans, parents, and young professionals.

Guided by our core values, we foster a culture of respect, integrity, collaboration, and excellence - empowering our people to deliver outstanding results and be their authentic selves every day. Our approach means we welcome candidates with transferable skills who may not meet every specific requirement, and where possible we support flexible working arrangements and reasonable adjustments to enable success.

For this role, you must have evidence of the right to work in the UK. Certain roles may require applicants to undergo a Disclosure check or security vetting, as noted in the role requirements. A criminal record will not necessarily be a barrier to obtaining a position with us.

As part of our recruitment process, EQUANS uses StaffVetting, our trusted third-party provider, to support the completion of employee background checks. StaffVetting delivers professional screening services in a friendly, efficient, and customer-focused way, helping us ensure the right checks are completed from the start of the application journey."

We are Disability Confident Level 2 members, and we offer the Guaranteed Interview Scheme as part of this commitment. Where feasible, if a candidate applies under the Disability Confident Scheme and they meet all of the essential criteria, we will offer an interview.  To find out more about this scheme please click here.

The Equans Resourcing Team manage this requirement. Agency involvement is not required. All related enquiries should come to the resourcing team not direct to Equans Manager

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Contract Administrator - Helpdesk - Office based

Equans is looking for a Contract Administrator - Helpdesk to join our team on our Birmingham schools contract at Coleshill, Birmingham, B46 1JU  on a permanent basis. This is a full-time position working 37.5 hours per week on a shift pattern of 7.5 hours per day between the hours of 07:00 and 18:00, Monday to Friday with a 30 minute unpaid break (7am to 3pm / 10am to 6pm alternating weekly). On offer is a competitive salary and benefits package.  Please note this role is based FULL-TIME ON SITE.

ANNUAL SALARY: £28-3Ok, dependent on experience

General Overview

The role operates across the Birmingham Schools Contracts, covering multiple school sites and a range of community properties that deliver healthcare services. Equans works in close partnership with the Schools to ensure all locations are well‑maintained, compliant, and able to support high‑quality service delivery.

What will you deliver?

• Management of job flow to include receipt of calls, logging, assignment to relevant engineer or sub-contractor, scheduling and chasing of attendance and review and closure of all jobs.
• Actively manage job flow by reviewing open work and chasing the relevant party for updates to ensure completion within the required SLA.
• Allocate jobs appropriately in order to avoid SLA failures and to actively jeopardy manage all jobs.
• First point of contact for incoming telephone calls and service requests received by telephone and e-mail.
• Interpret and log work order requests, inputting details into an CAFM system.
• Understand, identify and apply the SLA for each service request and set expectation with customer, prioritising jobs appropriately.
• Deliver a proactive and customer-focused approach to service: Actively anticipate client needs and provide timely, courteous responses to all queries and requests, ensuring all issues are addressed efficiently and in accordance with service-level standards. Foster positive relationships with site users by consistently delivering helpful advice, clear communication, and updates on progress, aiming to enhance customer satisfaction and resolution outcomes.

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?

• Experience of working within a FM/Technical environment would be an advantage, but not essential.
• Experience of working in an Education environment would be an advantage, however, is not essential
• Good written and oral communicator
• Being able to work in an efficient and accurate manner, prioritising your workload to ensure that all deadlines are met.
• Support the Operations team & Senior Managers on individual projects as required.
• Working within an operational environment, meeting deadlines regularly and maintaining communication with all involved.
• Strong IT skills including full range of Microsoft applications (Office, Word, Excel).
• Knowledge of CAFM and Finance systems (Coupa, Maximo).

Who are we? 

In the UK & Ireland, Equans is a provider of sustainable facilities management and regeneration, and cutting-edge energy and digital services. Our 15,000 employees combine these activities to deliver decarbonisation across the built environment and help businesses, communities, public sector organisations and government to accelerate the transition to a low carbon, resilient world. 

Globally, Equans is a world leader in the energy and services sector with operations in 20 countries, 90,000 employees working on 5 continents and a turnover of 19.2 billion euros in 2024. Equans is a subsidiary of the Bouygues group.

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 building a diverse, respectful and inclusive workplace that truly reflects the communities and markets we serve.

Joining Equans means being part of a culture where every voice is valued, supported by vibrant employee led networks championing inclusion and diversity across gender, ethnicity, disability, LGBTQ+, veterans, parents, and young professionals.

Guided by our core values, we foster a culture of respect, integrity, collaboration, and excellence - empowering our people to deliver outstanding results and be their authentic selves every day. Our approach means we welcome candidates with transferable skills who may not meet every specific requirement, and where possible we support flexible working arrangements and reasonable adjustments to enable success.

For this role, you must have evidence of the right to work in the UK. Certain roles may require applicants to undergo a Disclosure check or security vetting, as noted in the role requirements. A criminal record will not necessarily be a barrier to obtaining a position with us.

As part of our recruitment process, EQUANS uses StaffVetting, our trusted third-party provider, to support the completion of employee background checks. StaffVetting delivers professional screening services in a friendly, efficient, and customer-focused way, helping us ensure the right checks are completed from the start of the application journey."

The Equans Resourcing Team manage this requirement. Agency involvement is not required. All related enquiries should come to the resourcing team not direct to Equans Managers.

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