BSC Assistant Manager – Helpdesk at Equans

Equans is looking for a BSC Assistant Manager – Helpdesk to join our team in Bellshill, Avondale House on a permanent basis. This is a full time role working 37.5 hours per week. On offer is a competitive salary of £33,000 – £35,000 depending on skills and experience, and benefits package.

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.

Overview:
Exciting New opportunity with leading Facilities Management provider – EQUANS.

We are excited to be recruiting an Assistant Manager to help oversee our 24/7 Facilities Helpdesk based in Bellshill and provide ongoing support the the BSC Manager.

The team resolve customer enquiries via multi-channel communication whilst working to Service level Agreement ensuring the customer is our primary focus.

Would you like to be part of a new growing venture? Are you motivated and enthusiastic? Come and join our exceptional Team.

Please note this team is a 24/7 365 team and this role will primarily cover core hours of Monday – Friday between 6am – 7pm but there may be a requirement to cover other shifts as required.

Your duties will include:
To deputise for BSC Manager during absence.

Support the Night Shift team in addition to the designated core team to ensure tasks are carried out in line with targets.

Provide support and guidance to Team Leaders & Senior Coordinators and lead by example.

Lead, drive, line manage and motivate a team that exceeds customer expectations and delivers a quality customer experience.

Drive the team take ownership of their tasks and areas of responsibility.

Identify and deliver training as require to ensure that all team members take ownership and take accountability of any problem by ensuring and developing a thorough understanding of processes.

Produce and analyse daily/weekly reports to improve and maximise teams’ performance.

Be the first point of escalation for issues raised by BSC Co-ordinators.

Ensure continuous development and understanding of Maximo/CAFM/system functionality and how to apply this within processes.

Performance manage the team including regular 121s with to ensure issues are identified and resolved quickly.

Assist BSC Manager and other Team Leaders with management and production of staff rota ensuring coverage for holiday, sick absence etc.

Drive up customer perception and satisfaction.

Work in conjunction with the other teams within the Business Support Centre and wider teams to ensure a seamless end to end service.

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 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 AccessAbility (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), WOMEN TOGETHER (representing women in Equans), Working Parents, and Young Professionals.

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

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.

As part our commitment to better reflect the markets within which we operate, we encourage applications from women, ethnically diverse individuals and people with disabilities, along with all candidates who identify with protected characteristic groups under the Equality Act 2010.

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 AccessAbility (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), WOMEN TOGETHER (representing women in Equans), Working Parents, and Young Professionals.

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.

Who are we looking for?

Minimum 2 years’ experience in a Helpdesk environment (preferably FM)

Previous experience as a team leader essential.

Commercially astute, used to a contract operating environment with SLAs and KPIs.

Enthusiasm to be a leader in a growing and customer focused environment.

Can demonstrate good leadership skills or potential with excellent communications and organisational abilities.

An outgoing and calm approach that helps to build excellent working relations and a harmonious environment.

Ability to coach and motivate a team to provide the best customer service whilst operating within defined contract terms and processes.

Excellent communicator and able to influence effectively at all levels.

Knowledge of processes, protocols and procedures, personnel management and personnel policy.

Ability to lead change and innovation.

Knowledge of computer application programs.

Organisational and customer service skills to effectively manage multiple priorities.

Ability to quickly evaluate issues and identify resolution.

Interpersonal communication skills to include verbal and written, active listening, critical thinking, persuasiveness, advising and counseling skills