Equans is looking for a Helpdesk Team Leader to join our team based in Worthing on a permanent basis. This is a full time/part-time role working 40 hours per week. On offer is a competitive salary and benefits package.
The Southern Water contract is a key account for EQUANS, and we are seeking a Helpdesk Team Leader to join our team based at Southern Water's Durrington, Worthing office. This is a temporary, position for six months with the possibility for a per position, (40 hours per week) with a competitive salary dependent on skills and experience, alongside a comprehensive benefits package. The Helpdesk Team Leader will be responsible for managing a team of Helpdesk Work Coordinators and ensuring the effective delivery of all helpdesk functions across the contract. Reporting directly to the Account Director, the role requires accurate and timely provision of service performance information and operational updates. The position involves close collaboration with both EQUANS colleagues and the client's wider team, including regular interaction with Audit, Compliance (statutory and legal), SHEQ, and Business Continuity representatives. Daily engagement with Southern Water customers is also essential to ensure service levels are consistently achieved and client requirements are met.
What will you deliver?
* Team supervision: Manage and supervise the helpdesk staff – ensuring coverage performance, training and adherence to service standards. Monitor teams performance.
* Managing service requests: Oversee logging and triaging of calls, walk-inns. Use CAFAM Planon system to dispatch tasks and maintain structured workflows.
* Quality & Metrics: Monitor SLA/KPI (Balanced Score Card), compliance, handling of complaints and prepare operational reports. Managing sub-contractor's inbox for updates and job closures.
* WIP (Work In progress) Manage WIP for timely billing of chargeable works. Working with EQUANS Finance administrator making sure SOR (Schedule of rates) are correct ready for application of payment.
* Jeopardy Management: Provide jeopardy management reports for your team and the Operation and Regional managers.
* Customer service: Deliver high standards of responsiveness and professionalism, presenting a constant & trustworthy image to internal and external customers.
* Collaboration: Liaise with multi-trade technicians, regional managers, & contractors to coordinate service delivery & maintenance tasks.
What can we offer you?
Our excellent benefits package includes:
* Generous holiday allowance.
* Company share scheme.
* 2 paid volunteering days a year.
* Cycle to work scheme.
* Season ticket loan.
* Employee assistance programme.
Who are you?
* Proven experience in a helpdesk, service desk, or facilities coordination role, ideally within FM, utilities, or a similar service-driven environment.
* Previous experience in a supervisory or team leader position, with responsibility for staff performance, development, and workload management.
* Strong knowledge of CAFM systems (e.g., Planon, Maximo, Concept, or similar) and the ability to manage service requests effectively.
* Demonstrable track record of meeting KPIs and SLAs in a customer-focused environment.
* Excellent communication and interpersonal skills, with the ability to engage confidently with clients, engineers, contractors, and stakeholders at all levels.
* Strong organisational and problem-solving skills, with the ability to prioritise competing demands in a fast-paced environment.
* Proficiency in Microsoft Office (Word, Excel, Outlook, Teams) and other digital collaboration tools.
* Understanding of health, safety, and compliance requirements relevant to facilities and service delivery.
* Ability to analyse service performance data and contribute to continuous improvement initiatives.
* Flexibility to adapt to changing priorities and client needs while maintaining service quality.
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 ambition
At 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.