At a Glance
- Tasks: Lead a dynamic helpdesk team, ensuring efficient workflow and top-notch service delivery.
- Company: Join EQUANS, a forward-thinking company at the Queen Elizabeth Hospital in Birmingham.
- Benefits: Enjoy 24 days annual leave, life cover, discounts, and gym memberships.
- Other info: Access to diverse employee networks and continuous learning opportunities.
- Why this job: Make a real impact by leading a team and enhancing operational efficiency.
- Qualifications: Experience in leadership roles and excellent communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
EQUANS is looking for a Helpdesk Team Leader - Facilities to join our facilities team based at the Queen Elizabeth Hospital in Birmingham on a permanent basis. This is a full time shift based role working an average of 42 hours per week on a 4 on 4 off shift pattern of days and nights: 0700-1900 & 1900-0700. On offer is a competitive salary and benefits package.
General Overview
Reporting directly to the Workflow Supervisor, you will manage a team of workflow operators and strive to deliver all jobs within the contractual SLA's & KPI's. The Helpdesk Team Leader plays a critical part in the Operational Team, controlling all processes for the Helpdesk team and taking full control & responsibility for the performance of a shift team. You will also play a key role in reporting and will complete all month-end performance reports. Strong leadership skills are required, along with the ability to chair meetings and use innovative ideas to overcome issues.
What will you deliver?
- Ensure the Workflow Operators manage their Work Orders
- Monitor the Work Orders to ensure compliance with response and rectification times
- Input & prioritise service requests from users
- Plan & Dispatch of Reactive Work Orders and PPMs within Maximo via radio & PDA
- Closing down of Reactive Work and Planned Maintenance Work Orders within Maximo
- Preparation and issue of Planned Maintenance Work Orders within Maximo
- Assist in the maintenance of Workflow records & filing system
- Purchase Requisition and Ordering processing for materials and Subcontractors
- Control & monitor flow of all job requests
- Assist in delivery of training to the Workflow Team
- Provide administrative support in keeping records (sickness/holiday absences, works, inspections, audits, etc.), producing reports and general office administration
- Act as first point of contact for internal and external parties providing information on departmental procedures where appropriate
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?
- Previous experience in a Team Leader or similar role
- Excellent communication skills
- Skilled in helpdesk call processing
- Self-disciplined and able to work on own initiative
- Flexible and adaptable approach to work
- Preferably Maximo trained, however job specific training can be provided
- Preferably experience of using SAP & Coupa finance and purchasing systems
For this role, you must have evidence of the right to work in the UK. Certain roles may require applicants to undergo a Disclosure check.
Helpdesk Team Leader - Facilities in Birmingham employer: Equans
EQUANS is an exceptional employer, offering a dynamic work environment at the Queen Elizabeth Hospital in Birmingham, where you can lead a dedicated team and make a tangible impact on facilities management. With a competitive salary, generous benefits including 24 days annual leave, employee discount schemes, and extensive learning opportunities, we foster a culture of growth and inclusivity through our diverse employee networks. Join us to be part of a supportive team that values innovation and personal development while contributing to the well-being of our community.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Team Leader - Facilities in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Equans. 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 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 Helpdesk Team Leader - Facilities in Birmingham
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:Your cover letter is your chance to shine! Tell us why you want to work at Equans 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!
How to prepare for a job interview at Equans
✨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.
