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.
Equans is one of the leading Facilities Management service providers, delivering a full range of property management services to the public and private sector.
The Regional Operations Centre (ROC) in Stoke provides helpdesk and business support services to a wide range of facilities management contracts. The Senior Service Co-ordinator will work with a team of Service Co-ordinators to ensure effective daily operations, adhering to performance standards for the contracts within the team, and monitoring resource and demand levels. You will have an in-depth knowledge of the contracts within your team and be able to react effectively to meet the needs of those contracts. You will liaise with contract teams on day-to-day matters, including the tracking of open work orders.
You will be expected to deliver excellent customer service, handling enquiries via phone, email, and self-service channels. You will respond to, plan, and organise the full life cycle of all facilities management work from customer enquiry to job completion, utilising the CAFM system (Maximo). This will include planning and dispatching both Reactive and Planned Maintenance works to a number of engineers, sub-contractors, and site managers across various locations, ensuring all are completed within contractually defined SLAs and providing administrative support where appropriate. You will work closely with the team but be expected to demonstrate the ability to work on your own initiative.
What will you deliver?
1. Provide first-line supervision to a team of Service Co-ordinators to ensure daily operations are effective and efficient.
2. Liaise with Team Leaders to manage resources effectively to meet demand.
3. Track daily performance against KPIs.
4. Ensure contract guides and information are up to date.
5. Carry out monitoring to ensure quality and adherence to performance standards under the guidance of the Team Leader, identify training gaps – feedback to the trainer for any specific support.
6. Act as first point of contact for contract team escalations.
7. Provide a friendly and professional point of contact for customers for any queries or concerns.
8. Interpret and log work order requests, inputting details into an in-house system, providing and tracking regular updates to the status of the request through to work complete status in line with Service Level Agreements (SLAs).
9. Liaise with wider team members to ensure the best resolution, consistent with the contract.
10. Completing all administration tasks that relate to the contact, including assigning contract colleagues and sub-contractors to work orders, purchasing and finance tasks.
11. Liaise with relevant Contract staff and subcontractors in relation to all aspects of service requests and ensure required information is returned in a timely manner. Respond to queries, amend data, and re-issue tasks as required.
12. Carry out Daily Health checks and Jeopardy reporting as assigned by the Team Leader.
13. Comply with company procedures to ensure that all risks relating to safety, health, environment, and quality are effectively managed through the use of risk assessments, PPE, training, and company procedures to ensure a safe working environment.
14. Provide front line support for Tech Supervisors/Tech Managers/Building Champions/Subcontractors and Front-line FM’s.
15. Roll out of any new processes providing support and coaching to complement any training that has been given.
16. Provide a funnel for Employee engagement and feedback.
What can we offer you?
On offer is a competitive salary and benefits package, which includes;
1. 24 days annual leave (+ public holidays).
2. Life Cover equivalent to 1.5 times annual salary.
3. Employee discount shopping schemes on major brands and retailers.
4. Gym membership discounts.
5. Cycle to work scheme.
6. Holiday purchase scheme.
7. 2 corporate social responsibility days per year.
8. Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes.
9. Attractive Employee Referral Rewards Scheme.
10. Access to our growing employee networks.
11. 24/7 Employee Assistance Program and access to mental wellbeing app.
Who are we looking for?
1. Relevant customer service experience.
2. Knowledge of FM helpdesk operations.
3. Ability to manage workloads effectively.
4. Good written and verbal communication skills.
5. Self-motivated, professional and enthusiastic.
6. Positive team member but with the ability to work on own initiative.
7. Willingness to learn and embrace change.
8. Able to work in a fast-paced environment.
This role includes a Basic DBS check therefore ability to pass is essential.
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.
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