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- Tasks: Lead a dynamic Helpdesk team, ensuring top-notch service delivery 24/7.
- Company: Join Equans, a global leader in energy services with a commitment to sustainability.
- Benefits: Enjoy competitive salary, 24 days leave, gym discounts, and more!
- Why this job: Make a real impact by enhancing customer experience and driving continuous improvement.
- Qualifications: 2+ years managing a Facilities Management Helpdesk; strong leadership and communication skills required.
- Other info: Be part of a diverse and inclusive workplace that values your voice.
The predicted salary is between 36000 - 60000 £ per year.
Equans is looking for a Business Support Centre Manager- Helpdesk to join our team in Bellshill on a permanent basis. This is a full-time role working 37.5 hours per week. On offer is a competitive salary and benefits package.
The BSC Helpdesk Manager will lead and develop the Business Support Helpdesk team, ensuring 24/7/365 service delivery that exceeds customer expectations.
The Helpdesk provides facilities management support across a diverse portfolio of public and private sector organisations, including but not limited to healthcare, education, and blue light services.
Several of these contracts are delivered under PFI arrangements, requiring strict adherence to contractual obligations and performance standards. This role balances operational excellence with people leadership, continuous improvement, and strategic alignment to business goals.
The BSC Helpdesk Manager plays a pivotal role in the success and operational excellence of EQUANS by leading a high-performing, customer-focused helpdesk that supports critical facilities management services across a diverse client base.
Key Responsibilities
- Manage the Helpdesk rota, including absence and annual leave planning, ensuring 24/365 cover and accurate resource recording.
- Oversee call flows, resources, reporting systems, and processes, ensuring documentation and procedures remain current and effective.
- Produce and analyse performance reports for senior management, covering SLA/KPI adherence, staff and team performance, and service development.
- Take part in the on-call rota for escalations outside of hours.
- Ensure compliance with business standards, security protocols, and regulatory requirements.
People Leadership & Development
- Lead, manage, and develop the Helpdesk team, covering conduct, performance, attendance, training, and capability.
- Ensure Team Leaders take full ownership of problems, tasks, and responsibilities with accountability for business requirements and expectations.
- Recruit, train, induct, and mentor new Business Support Team Leaders and Coordinators, supporting career development and succession planning.
- Foster a high-performance, engaged culture through recognition, accountability, and regular coaching and feedback.
Continuous Improvement & Operational Excellence
- Drive a culture of continuous improvement by streamlining processes, enhancing efficiency, and adopting new tools and technologies.
- Apply lean principles to identify and eliminate waste, improve productivity, and optimise resource utilisation across the Helpdesk.
- Lead regular service reviews, incorporating customer feedback, performance data, and team input to inform improvements and enhance customer experience.
- Benchmark Helpdesk performance against industry standards to maintain competitiveness and deliver best-in-class service.
Stakeholder Engagement & Strategic Alignment
- Build and maintain strong, constructive relationships with internal Account teams.
- Collaborate effectively with peer managers and colleagues at the same level, offering support and sharing best practice to collectively achieve departmental and organisational goals.
- Act as the voice of the Helpdesk in wider business forums, ensuring visibility of team achievements and challenges.
What We Offer
- Competitive salary and benefits package
- 24 days annual leave (+ public holidays)
- Life Cover equivalent to 1.5 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
- 24/7 Employee Assistance Program and access to mental wellbeing app
Who We Are Looking For
- Minimum 2 years’ experience managing a Facilities Management Helpdesk or similar environment (essential); experience within PPP/PFI contracts is desirable.
- Strong understanding of contract environments governed by SLAs and KPIs; commercially aware and results-driven.
- Proven ability to lead, motivate, and develop teams to deliver excellent customer service within structured processes.
- Demonstrated experience in managing change, driving continuous improvement, and embedding service excellence.
- Excellent communication and people skills, with the ability to influence stakeholders at all levels and build strong working relationships.
- Highly organised with the ability to assess issues quickly and implement effective, practical resolutions.
- Sound knowledge of operational processes, people management, and business protocols, including budget awareness and HR policy compliance.
- Proficient in using CAFM systems (e.g., Planon, Maximo), call routing and telephony platforms, and reporting tools such as Power BI or Excel for performance analysis.
Equans
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.
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. 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.
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BSC Helpdesk Manager employer: Equans
Contact Detail:
Equans Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land BSC Helpdesk Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you stand out as a candidate who truly fits the team.
✨Tip Number 3
Practice your interview skills with a friend or mentor. Get comfortable answering common questions and discussing your experience. The more you practice, the more confident you'll feel when it’s time to shine!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about joining our team.
We think you need these skills to ace BSC Helpdesk Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the BSC Helpdesk Manager role. Highlight your experience in facilities management and any relevant PFI contract knowledge. We want to see how your skills align with our needs!
Showcase Your Leadership Skills: Since this role involves leading a team, don’t forget to emphasise your people management experience. Share examples of how you've motivated teams and driven performance improvements. We love seeing candidates who can inspire others!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use bullet points where possible to make it easy for us to read. We appreciate clarity and want to quickly understand your qualifications.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows you’re keen on joining our team at Equans!
How to prepare for a job interview at Equans
✨Know Your Stuff
Before the interview, make sure you understand the key responsibilities of the BSC Helpdesk Manager role. Familiarise yourself with facilities management, SLAs, and KPIs. This will help you speak confidently about how your experience aligns with what Equans is looking for.
✨Showcase Your Leadership Skills
Be ready to discuss your experience in leading teams and driving performance. Prepare examples of how you've motivated staff, managed change, and fostered a high-performance culture. Equans values strong people leadership, so highlight your successes in this area.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific situations, like managing a crisis or improving service delivery. Think of real-life examples where you've successfully navigated challenges, as this will demonstrate your problem-solving skills and operational excellence.
✨Engage with Stakeholders
Equans emphasises collaboration and relationship-building. Be prepared to talk about how you've engaged with stakeholders in previous roles. Share instances where you've influenced decisions or improved communication, as this will show you're a team player who can align with their strategic goals.