Apprentice Customer Service Co-ordinator

Develop customer service and administrative skills through a two-year apprenticeship, supporting facilities management helpdesk operations and coordinating maintenance requests.

Equans is looking for an Apprentice Customer Service Co-ordinator to join our team on our new Home Office contract in Stoke-On-Trent, ST4 4DB. This is a 2 year, full time apprenticeship role working 40 hours per week, Monday to Friday, 8 hours per day between 08:00 and 18:00 with a 30 minute unpaid break.  Shifts will alternate weekly either 08:00 to 16:30 or 09:30 to 18:00.

The Apprentice Customer Service Centre (CSC) in Stoke-on-Trent provides helpdesk and business support services to a wide range of facilities management contracts. The Apprentice CSC Co-ordinator is expected to deliver excellent administration skills, including email and telephony. You will respond to, plan and organise the full life cycle of planned and reactive work requests. 

This will include planning and dispatching of Maintenance works to a number of engineers, sub-contractors and site managers across various locations. You will provide administrative support including telephony and emails where appropriate.  You will work closely with the team but be expected to demonstrate the ability to work on your own initiative.

The Apprentice Customer Service Centre Co-ordinator will be learning and mastering technical skills, customer service abilities, and operational efficiency.

What will you deliver?

• Helpdesk software managing and tracking service requests.

• Handle calls as well as emails and ensure jobs are logged accurately and provide reassurance to stakeholders both internal and customers. 

• Analysing and troubleshooting technical issues related to facilities and equipment.

• Developing a full understanding of building systems, maintenance procedures, and relevant regulations.

What can we offer you?

• 24 days annual leave (+ public holidays)

• Life Cover equivalent to 1 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 including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Persons Network) and our Disability Network

• 24/7 Employee Assistance Program and access to mental wellbeing app

Who are we looking for?

• Any previous work experience full or part time in office environment 

• Previous experience of Microsoft Office applications including Word and Excel

• Strong attention to detail 

• Excellent communication and organisation skills

• Post holder must pass and maintain Baseline Personnel Security Standard (BPSS)

Who are we?

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.