Helpdesk Team Leader - Weekends

EQUANS

Bellshill

On-site

GBP 32,000 - 42,000

Full time

14 days+

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Benefits offered by this job

24 days annual leave plus public holidays

Life Cover equivalent to 1.5 times annual salary

Employee discount shopping schemes

Gym membership discounts

Cycle to work

Holiday purchase

CSR days

Learning opportunities

Referral rewards

Employee networks

Wellbeing resources

Job summary

A leading facilities management provider is seeking a Helpdesk Team Leader in Bellshill. This full-time role involves coordinating a Helpdesk team, ensuring compliance with KPIs and delivering top-notch customer service. The ideal candidate will have leadership experience and excellent communication skills. They will also benefit from a competitive salary and comprehensive benefits package. Join this growing team and help drive exceptional customer experiences.

Qualifications

Minimum 2 years’ experience in a Helpdesk environment.
Previous experience as a team leader preferable.
Ability to coach and motivate a team.

Responsibilities

Coordinate the day-to-day tasks of the Helpdesk.
Lead and motivate a team to exceed customer expectations.
Produce and analyse performance reports.
Produce and analyse reports to improve team performance.
Act as first escalation point for BSC Coordinators.

Skills

Leadership skills

Customer service

Organisational abilities

Communication skills

Reporting and analytics

Organisation and planning

Tools

Maximo/CAFM

Job description

Equans is looking for a Helpdesk Team Leader to join our team based in Bellshill on a permanent basis. This is a full-time role working 37.5 hours per week across the weekend. On offer is a competitive salary and benefits package.

New opportunity with leading facilities management provider – Equans. We are recruiting for the established Facilities Helpdesk based in Bellshill. We are excited to be recruiting for our expanding Helpdesk due to growing demand. Would you like to be part of a new growing venture? Are you motivated and enthusiastic? Come and join our exceptional team.

At our Bellshill office, our people are at the heart of everything we do. The Business Support Centre operates around the clock—24/7, 365 days a year—meeting the ever-evolving needs of our clients with dedication and resilience. We understand that such a dynamic environment demands not just commitment, but growth. That’s why we place a strong focus on career development, offering our team members the tools, training, and support to continuously evolve. Whether you’re just starting out or looking to take the next step, we’re committed to helping you reach your full potential.

Please note before applying: the hours for this role are:

Friday - 09:00 - 17:00 (30 mins lunch)
Saturday - 07:00 - 19:00 (30 mins lunch)
Sunday - 07:00 - 19:00 (30 mins lunch)
Monday - 09:30 - 17:00 (30 mins lunch)

What will you deliver?

Coordinate the day-to-day tasks of the Business Support Centre Helpdesk, ensuring compliance with contractual KPI targets and SLAs.
Lead, drive, line manage and motivate a team that exceeds customer expectations and delivers a quality customer experience.
Drive the team to take ownership of their tasks and areas of responsibility.
Identify and deliver training as required.
Ensure that all team members take ownership and have accountability of a problem by ensuring and developing a thorough understanding of processes.
Produce and analyse daily/weekly reports to improve and maximise teams’ performance.
First point of escalation for issues raised by BSC Co‑ordinators.
Ensure continuous development and understanding of Maximo/CAFM/system functionality and how to apply this within processes.
Performance manage the team including regular 1:1s to ensure issues are identified and resolved quickly.
Day‑to‑day supervision of the Business Support Coordinators, including conduct, performance, time‑keeping, attendance and capability. Take the necessary and appropriate actions to address any inappropriate behaviour or low standards, with support and advice from the BSC Manager and HR.
Assist BSC Manager with management and production of staff rota ensuring coverage for holiday, sick absence etc.
Fully support the BSC Manager by establishing and maintaining an organised, structured, and well‑managed working environment.
Work with the BSC Manager to develop and maintain the skills and enthusiasm of all Business Support Coordinators.
Point of escalation within BSC.
Drive up customer perception and satisfaction.
Assist in producing performance reports for senior management, which may include but not be limited to reports on staff performance, service development etc.
Work in conjunction with the other teams within the Business Support Centre and wider teams to ensure a seamless end‑to‑end service.
Support with mobilisations and training and induction of new starters.
Work in partnership with the other BSC Team Leaders to support best practice.
Any other duties as required by the BSC Manager.

What can we offer you?

24 days annual leave (plus 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 personalised 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?

Minimum 2 years’ experience in a Helpdesk environment (preferably FM).
Previous experience as a team leader preferable.
Commercially astute, used to a contract operating environment with SLAs and KPIs.
Enthusiasm to be a leader in a growing and customer focused environment.
Demonstrate good leadership skills or potential with excellent communications and organisational abilities.
An outgoing and calm approach that helps to build excellent working relations and a harmonious environment.
Ability to coach and motivate a team to provide the best customer service whilst operating within defined contract terms and processes.
Excellent communicator and able to influence effectively at all levels.
Knowledge of processes, protocols and procedures, personnel management and personnel policy.
Knowledge of reporting techniques.
Demonstrated skills in employee supervision.
Ability to lead change and innovation.
Interpersonal skills to effectively motivate others.
Organisational and customer service skills to effectively manage multiple priorities.
Interpersonal communication skills to include verbal and written, active listening, critical thinking, persuasiveness, advising and counseling skills.
Ability to quickly evaluate issues and identify resolution.

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 in 2024. Equans is a subsidiary of the Bouygues group.

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 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, so 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 relocation 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 manages this requirement. Agency involvement is not required. All related enquiries should come to the resourcing team not directly to Equans Managers.

Seniority level