Helpdesk & Contract Administrator - *FULL-TIME ON SITE*

Equans is looking for a Helpdesk & Contract Administrator 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 19:00, Monday to Friday with a 30 minute unpaid break. On offer is a competitive salary and benefits package. Please note this role is based FULL‑TIME ON SITE.

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 a 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?

• 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 personalised 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?

• Experience of working within an 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).

Equal opportunities statement

As part of 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. 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.

Right to work statement

For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a relocation package with this job role. Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements. A criminal record will not necessarily be a barrier to obtaining a position with us and EQUANS has a Policy on the Recruitment of Ex‑Offenders, a copy can be provided on request.