Offers “ENGIE”


Helpdesk Manager

  • Birmingham (West Midlands Combined Authority)
  • Sales

Job description

ENGIE are recruiting for a Helpdesk Manager to be based at Birmingham City Hospital. This is a permanent full-time role working 40 hours per week. On offer is a compet itive salary banding of £30,000 - £38,000 dependant on experience and skills, bonus and benefits package.

The role holder will manage a team of Helpdesk staff delivering Helpdesk and Reactive maintenance services to the Sandwell & West Birmingham NHS Trust. Reporting directly into the Contract Services Director, this individual will be responsible for the end-to-end management and performance of the Helpdesk, be required to report on performance of the Helpdesk and lead initiatives to create a positive financial impact. The role will also be responsible for driving a culture where the Customer and patients are at the forefront of what we deliver and ensuring compliance with contractual requirements.

What will you deliver?

Management of the Helpdesk team including but not limited to conduct, performance, time keeping, attendance, training and capability.

Effectively manage call flows, resources, reporting systems and processes ensuring documentation and procedures are kept up to date.

Lead the team to ensure it exceeds customer expectations and delivers exceptional customer service.

Work with the Performance Manager to ensure understanding of Commercial requirements of the contract are understood by the team and the impact they have on them

Manage the recruitment of new Helpdesk staff, including interviewing, training and induction

What can we offer you?

On offer is a competitive salary, bonus and benefits package, which includes;

·  Pension Scheme
·  25 days annual leave (+ public holidays)
·  Life Cover equivalent to 2x times annual salary
·  24/7 Employee Assistance Program and access to mental wellbeing app
·  Employee discount shopping schemes on major brands and retailers
·  Gym membership discounts
·  Cycle to work scheme
·  Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes

Who are we looking for?

·  Minimum 2 years’ experience of managing a FM Helpdesk or similar
·  Minimum 2 years’ experience in a BSF/PFI Helpdesk environment
·  Commercially astute, used to a contract operating environment with SLAs and KPIs
·  Be able to demonstrate leading and motivating a team to provide the best customer service whilst operating within defined contract terms and processes
Knowledge of processes, protocols and procedures with a focus on budget, personnel management and personnel policy

Who are we?

ENGIE is a key provider of energy, services and regeneration in the UK & Ireland. ENGIE delivers flexible, renewable electricity generation and clean, affordable energy supply to businesses of all sizes in the UK.

In July 2021, ENGIE launched EQUANS, a new dedicated brand, combining its services-led activities in energy solutions, technical & facilities management and regeneration to support businesses and communities embrace a greener, more efficient and increasingly digital world.

This opportunity is for EQUANS, please visit to find out more information about how we are empowering business and communities to build a greener, more efficient and connected world!

EQUANS is part of the ENGIE Group, which globally employs 170,000 people worldwide and achieved revenues €55.8 billion in 2020.

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.

For more information about ENGIE, please visit:

For this role, you must have evidence of the right to work in the UK. There is no re-location package with this job role. ENGIE do not discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we welcome applications from all sections of the community. Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements. ENGIE has a written policy on the recruitment of ex-offenders, which is made available to all DBS applicants upon request. A copy of the DBS code of practice can be found here .

The ENGIE Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to ENGIE Managers.

Additional Information
·  Posting Date: May 10, 2022

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