Equans is looking for an Out of Hours Customer Care Team Leader to join our team in Leeds on a permanent basis.
This is a full time role. On offer is a competitive salary, and benefits package.
Please note the hours for the role:
Week 1 - Monday to Friday - 15:30pm to 00:30 with 1 hour for lunch
Week2 - Tuesday, Wednesday and Thursday - 15:30pm to 00:30 with 1 hour for lunch and Saturday and Sunday 8am to 5pm
These hours are rotated every week.
What will you deliver?
1. The Helpdesk Team Leader is responsible for the daily running of the Helpdesk through the effective management of resources by receiving and processing phone calls and e-mails directly from Clients
2. Responsible for ensuring that there are adequate resources in place to effectively receive, process and manage all calls/e-mails in line with the contract Performance Standards
3. The Out of hours Team Leader will form part of the Planning and Helpdesk Function, ensuring duties are carried out in accordance with customer and company requirements
4. They will take and handle customer requests and enquiries within recognised safe systems and in accordance with all aspects of health and safety legislation
5. They will participate in a team approach to the allocation of duties under the management of the Lead Planner and Supervisor, supporting and working effectively with colleagues to provide good working relationships within the service
6. They must be effective in in communication and have the ability to deal with internal and external customers on all levels
7. Logging and processing of orders onto the Castleton Business Management System or client specific data base
8. Close liaison and communication with the operations team, informing them of issues and risks as and when they arise
9. Ensuring that adequate records including, job notes and photographs are duly recorded in relation to No Access, and Tenant & Third-Party Damage and they are placed on Castleton BMS
10. To be available 1 week in 3 for duty Escalations - AND COVERING HOLIDAYS AND SICKNESS
What can we offer you?
On offer is a competitive salary, and benefits package, which includes;
11. 24 days annual leave (+ public holidays)
12. Life Cover equivalent to 1 times annual salary
13. Employee discount shopping schemes on major brands and retailers
14. Gym membership discounts
15. Cycle to work scheme
16. Holiday purchase scheme
17. 2 corporate social responsibility days per year
18. Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes
19. Attractive Employee Referral Rewards Scheme
20. 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), WOMEN TOGETHER (representing women in Equans), Working Parents, and Young Professionals.
21. 24/7 Employee Assistance Program and access to mental wellbeing app
Who are we looking for?
22. Excellent communication skills across all channels
23. Experience working in a contact centre, helpdesk or customer service function
24. Experience of CAFM/CRM systems and ability to develop knowledge of Impact
25. Ability to prioritise and work well under challenging targets.
Who are we?
Equans is a world leader in energy services with nearly, 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, 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.
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.
At Equans were committed to delivering a culture where everyones 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), 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 supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to Equans Managers.