Helpdesk Coordinator

Equans; Hempstalls; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

24 days annual leave

Life cover 1.5x salary

Retail discounts

Gym membership discounts

Cycle to work

Holiday purchase

CSR days

Learning opportunities

Referral rewards

Employee networks

Wellbeing app access

Job summary

Equans in Stoke-on-Trent is hiring a Helpdesk Co-ordinator to join the Customer Service Centre on a permanent full-time basis. The role involves delivering responsive admin support, planning and dispatching maintenance works, and ensuring all tasks are completed within contract SLAs.

You will use CAFM systems to manage reactive and planned works, report on progress, and work both as part of a team and independently.

Qualifications

• Experience using CAFM systems is desirable.
• Proven customer service experience.
• Excellent written and verbal communication skills.
• Ability to work in a fast-paced environment and adapt.
• Strong computer literacy with Microsoft Office.

Responsibilities

• Respond to and plan maintenance works using the CAFM system to job completion.
• Plan and dispatch maintenance to engineers, sub-contractors and site managers.
• Ensure SLAs are met and provide administrative support where appropriate.
• Collaborate with the team and demonstrate initiative when needed.
• Maintain accurate records and communicate effectively with stakeholders.

Skills

CAFM system

Customer service experience

Written and verbal communication

Teamwork and initiative

Microsoft Office proficiency

Tools

Microsoft Word

Microsoft Excel

Microsoft Teams

Job description

Job: Support Functions Admin Support Contract type: Permanent Schedule: Full-Time Location: Stoke-on-Trent United Kingdom Offer ID: 90182Equans is looking for a Helpdesk Coordinator to join our team on the HMCTS contract based at the Stoke ROC office on a permanent basis. This is a full time role working 40 hours per week on a shift working pattern. On offer is a competitive salary and benefits package.The Customer Service Centre (CSC) in Stoke provides helpdesk and business support services to a wide range of facilities management contracts. The Helpdesk co-ordinator is expected to deliver excellent administration skill, including email and admin. You will respond to, plan and organise the full life cycle of both reactive and planned maintenance works through to job completion, utilising the CAFM system.This will include planning and dispatching of Maintenance works to a number of engineers, sub-contractors and site managers across various locations, ensuring all are completed within contractually defined SLA’s and providing administrative support where appropriate. You will work closely with the team but be expected to demonstrate the ability to work on your own initiative.The Helpdesk Co-ordinator requires a combination of technical skills, customer service abilities, and operational efficiency.What can we offer you?On offer is a competitive salary and benefit package, which includes;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 are you?Working knowledge of CAFM system (desirable).Relevant customer service experience.Good written and verbal communication skills.Positive team member but with the ability to work on own initiative.Willingness to learn and embrace change.Able to work in a fast-paced environment.Strong computer literacy, particularly with Microsoft Packages, Word, Excel, Teams, etc.Who are we?In the UK & Ireland, Equans is a provider of sustainable facilities management and regeneration, and cutting-edge energy and digital services. Our 15,000 employees combine these activities to deliver decarbonisation across the built environment and help businesses, communities, public sector organisations and government to accelerate the transition to a low carbon, resilient world.Globally, Equans is a world leader in the energy and services sector with operations in 20 countries, 90,000 employees working on 5 continents and a turnover of 19.2 billion euros in 2024. Equans is a subsidiary of the Bouygues group.Our ambitionAt Equans, we are driven by our ambition to be recognised for our operational excellence and as the best place to work for our employees. This commitment extends to achieving global and sustainable performance through Impact, ensuring that everything we do aligns with our core values—Accountability, Respect, Team Spirit, and Service Focus.We take ownership, act with integrity, and set high standards. We listen, support, and care for one another. We collaborate and build trust to achieve shared goals, always striving to meet our customers' needs in a proactive and pragmatic way. These values shape our culture, strengthen our community, and inspire us to deliver excellence every day.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.As part 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.You’ll also have access to our growing employee networks including AccessAbility (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), Veterans & Reservists, WOMEN Together (representing women in Equans), Working Parents, and Young Professionals.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 manage this requirement. Agency involvement is not required. All related enquiries should come to the resourcing team not direct to Equans Managers.