Job Description
Domain: Support Services/Customer Services and Administration
Job type: Standard
Schedule:
Equans is looking for a Helpdesk Coordinator to join our team based at Sandwell & West Birmingham Hospital on a permanent basis. This is a full time role working 40 hours per week. On offer is a competitive salary and benefits package.
Please note: - This is a 24/7 helpdesk, flexible working required including day and night shifts.
General Overview
To respond, plan and organise the full life cycle of all facilities management work from customer enquiry to job completion. You will be expected to deliver excellent customer service, interpreting and managing work orders through the Maximo system, planning and dispatching both Reactive and Planned Maintenance works to a number of engineers and sub-contractors across the Sandwell and West Birmingham NHS sites, ensuring all are completed within contractually defined SLA’s and providing administrative support where appropriate.
This role will be critical in ensuring customer service requests and faults across the estates are captured correctly and jobs are planned and dispatched efficiently, whilst minimising any H&S risks and delivering a high quality service.
What will you deliver?
First point of contact for incoming telephone calls and service requests received by telephone, fax and e-mail
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)
Understand, identify and apply the SLA for each service request and set expectation with customer
Sort and dispatch calls to engineer, sub-contractors and Team Leaers based on the correct skills sets, location and service delivery arrangements
Work with Team Leaders to re-plan/assign as required to manage workload and priorities of response
Meet SLA targets and respond to customer demands
Prioritise urgent jobs and plan and dispatch operative/sub-contract support to meet urgent demand
Organise planned maintenance for engineers and sub-contractors
Raise purchase requisition and/or purchase orders to the value not exceeding agreed limits
Support management with the collation of accurate and punctual regular reports as required
Escalate any complaints as required and support continuous improvement activity to reduce levels of customer complaints
Ad hoc administration duties
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.
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 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?
Relevant experience in a similar role
Experience of working in a Healthcare environment would be an advantage, however is not essential
Ability to build working relationships with customers and colleagues
Able to work with colleagues to achieve team goals
Takes personal pride in providing a quality service to customers (either internal or external) to achieve targets
Takes ownership of customer requests and issues and sees them through to conclusion on behalf of the customer.
This role includes a DBS Standard check therefore ability to pass is essential.
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.
(Code: CUSENG)
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.
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Job location: Birmingham West Midlands United Kingdom
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