At a Glance
- Tasks: Supervise a busy helpdesk at Southmead Hospital, ensuring excellent customer service.
- Company: Join EQUANS, a global leader in energy services with a diverse and inclusive culture.
- Benefits: Enjoy 24 days annual leave, gym discounts, and professional development opportunities.
- Other info: Dynamic work environment with opportunities for growth and collaboration.
- Why this job: Make a real impact in a supportive team while advancing your career.
- Qualifications: Experience in team supervision and excellent communication skills required.
The predicted salary is between 31500 - 38500 £ per year.
Equans has an exciting opportunity for a Senior Customer Service Representative - FM Helpdesk to join our Helpdesk team at Southmead Hospital in Bristol. This is a full-time permanent position working 40 hours per week, 5 days from 7. Shift times are 7.5 hours per day between 07:00 and 19:00. Please note this role involves working one weekend in every three. On offer is a competitive salary and benefits package.
Purpose of the role
The role is based at Southmead Hospital Bristol, working closely with the Operations team. The role involves supervision of a demanding Facilities helpdesk serving an 800-bed acute hospital.
What will you deliver?
- To supervise the FM Helpdesk service
- Ensure calls are answered within SLA metrics
- Jeopardy management of reactive and planned maintenance tasks.
- Support the Performance manager in the Management of the Maximo CAFM system
- Point of escalation between helpdesk and engineering supervisor
- Monitor performance of the helpdesk staff including appraisal, absence and disciplinary
- Contact relevant subcontractor and co-ordinate site visits
- Raise Purchase Orders, invoicing, and other ad-hoc administration support to the department
Who are we looking for?
- Must have prior experience supervising a team
- Excellent customer service ideally in a helpdesk environment
- Knowledge of a CAFM system desirable – Maximo
- Excellent communication skills, both oral and written
- Able to work as part of a team and autonomously
- Must have good IT skills (able to use email, management systems, databases)
- Well organised and able to prioritise workload
- Good timekeeper and reliable
- Able to work under pressure and to deadlines
What can we offer you?
- 24 days annual leave (+ public holidays)
- Life Cover equivalent to X1.5 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 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 applications
- Opportunities for career advancement and professional development.
- Supportive work environment with a focus on teamwork and collaboration.
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.
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, Green Network, Veterans & Reservists Network, 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.
Senior Customer Service Representative - FM Helpdesk employer: Equans UK & Ireland
Equans UK & Ireland is an excellent employer, offering a supportive work culture that prioritises employee well-being and professional growth. Located at the John Radcliffe Hospital in Oxford, employees benefit from a stable work schedule, competitive remuneration, and unique perks such as a company share scheme and paid volunteering days, making it a rewarding place to build a career in healthcare facilities management.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Service Representative - FM Helpdesk
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Equans UK & Ireland. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Equans UK & Ireland before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Service Representative - FM Helpdesk
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Equans UK & Ireland:Your cover letter is your chance to shine! Tell us why you want to work at Equans UK & Ireland specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Equans UK & Ireland!
How to prepare for a job interview at Equans UK & Ireland
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
