EQUANS
Apprentice Customer Service Co-ordinator - 2 year FTC
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Apprentice Customer Service Co-ordinator – HMCTS Contract, Stoke-On-Trent
Equans is looking for an Apprentice Customer Service Co-ordinator to join our team on our HMCTS contract in Stoke-On-Trent, ST4 4DB.
This is a 2-year, full-time apprenticeship role working 40 hours per week (08:30 – 17:00), with a 30-minute unpaid break.
About the Role
The Apprentice Customer Service Centre (CSC) at Equans, Stoke-on-Trent, provides helpdesk and business support services to a range of facilities management contracts, including:
- Planning, dispatching, and tracking maintenance works for engineers, subcontractors, and site managers
- Administrative support via telephony and email management
- Resolving and logging service requests across all communication channels
You’ll be responsible for:
- Managing the full lifecycle of planned and reactive work requests
- Ensuring accurate data entry and stakeholder communication
- Handling technical troubleshooting and building systems documentation
- Demonstrating self-initiative and strong organisational skills
The role will involve developing key competencies in:
- Technical skills related to facilities and equipment
- Customer service excellence
- Operational efficiency
Responsibilities
Core Duties
- Service ticket management in helpdesk software
- Handling calls and emails with full job logging and stakeholder updates
- Technical issue analysis and troubleshooting for facilities operations
- Learning and understanding:
- Building systems
- Maintenance procedures
- Relevant industry regulations
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Business Support
- Supporting the CSC team in maintaining workflows and service standards
- Ensuring real-time communication with internal teams and external customers
- Maintaining accurate documentation and reporting
Requirements
Essential Qualifications
- Must live in the UK (proof of right-to-work required)
- No relocation support available for this role
###EXPERIENCE & SKILLS (self-efficacy required)
- Previous experience of a full- or part-time office environment
- Microsoft Office proficiency (Word, Excel)
- Highly attention to detail
- Excellent communication and organizational skills
Security Clearance
- Mandatory to pass and maintain Baseline Personnel Security Standard (BPSS)
Additional Considerations
- Please apply only via the official job portal (external agencies are not accepted).
Benefits
Equans offers a comprehensive support package:
Time & Leave
- Annual leave: 24 days + public holidays
Career & Financial Support
- Life Cover: equivalent to 1× annual salary
- Employee discounts across major retailers and brands
- Cycle-to-work scheme
- Holiday purchase scheme
Wellbeing & esocials
- Gym membership discounts
- 2 x CSR (Corporate Social Responsibility) days per year
- 24/7 Employee Assistance Programme (EAP)
- Access to a mental wellbeing app
- Attractive Employee Referral Rewards Scheme
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Learning & Growth
- Professional qualifications
- Individual/training programs
- Collective learning opportunities
- Personal development support
Networks & Inclusion
- Access to employee networks:
- WiE (Women in Equans)
- RISE (BAME employee group)
- LGBTQI+
- Working Parents
- YPN (Young Professionals Network)
- Disability Network
Who Are We?
Equans is a global leader in energy transition services, delivering technical, facilities management (FM), regeneration, and energy solutions.
In the UK & Ireland:
- Face-to-face FM, restoration projects, and smart technological development
- Commitment to net-zero and sustainability (green buildings, district energy, renewables)
- Innovation & digital transformation
Equans is part of the Bouygues Group.
What’s Next?
If this role excites you, register and apply via our job portal. The Resourcing Team will review your details promptly.
Be a part of our inclusive, supportive culture where:
- Every voice is valued
- Diversity and psychological safety are central
- Employees feel encouraged to be their most authentic selves in the workplace
Join us on our journey toward net-zero and social progress—where partnerships drive meaningful impact.
Note: Any external changes required (e.g., Disclosure checks) will be verified during the process.
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