Helpdesk Apprentice
Equans UK & Ireland
Stoke (ST4 4DB)
Closes in 7 days (Friday 21 August 2026)
Posted on 12 August 2026
Contents
Summary
Equans is looking for a Helpdesk Apprentice (Customer Services Coordinator in Facilities Management) to join our team on our new Home Office contract in Stoke-On-Trent.
The Apprentice Customer Service Centre (CSC) in Stoke-on-Trent provides helpdesk and business support services to a wide range of FM contracts.
- Wage
-
£26,436.80 a year
- Training course
- Business administrator (level 3)
- Hours
-
8.00am to 4.30pm or 9.30am to 6.00pm, with 30 minute unpaid break.
40 hours a week
- Start date
-
Monday 28 September 2026
- Duration
-
2 years
- Positions available
-
1
Work
Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.
What you'll do at work
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.
Where you'll work
Vinewood House
Stoke
ST4 4DB
Training
Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.
Training provider
MBKB LTD
Training course
Business administrator (level 3)
Understanding apprenticeship levels (opens in new tab)
What you'll learn
Course contents
- Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
- Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
- Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
- Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
- Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
- Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
- Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
- Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.
Training schedule
You will undertake training via an apprenticeship which will be delivered virtually. You will train for 6 hours per week and receive mentoring and development on the job.
Post holder must pass and maintain Baseline Personnel Security Standard (BPSS).
More training information
Please note this role requires you to be able to pass and maintain Baseline Personnel Security Standard (BPSS) government security clearance which involves a full 5 year background check and a valid British or EU passport.
Requirements
Desirable qualifications
GCSE in:
- English (grade 9-4)
- Maths (grade 9-4)
Share if you have other relevant qualifications and industry experience. The apprenticeship can be adjusted to reflect what you already know.
Skills
- Communication skills
- IT skills
- Attention to detail
- Organisation skills
- Customer care skills
- Problem solving skills
- Administrative skills
- Number skills
- Team working
- Initiative
About this employer
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.
EQUANS is a Bouygues group company.
https://www.equans.co.uk/ (opens in new tab)
Company benefits
- 24 days annual leave (+ public holidays)
- Life Cover equivalent to 1 times annual salary
- Employee discount shopping schemes on major brands
- 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
- 24/7 Employee Assistance Program and access to mental wellbeing app
Disability Confident
A fair proportion of interviews for this apprenticeship will be offered to applicants with a disability or long-term health condition. This includes non-visible disabilities and conditions.
You can choose to be considered for an interview under the Disability Confident scheme. You’ll need to meet the essential requirements to be considered for an interview.
After this apprenticeship
Your earnings can increase over time with an apprenticeship. Find out about potential future pay (opens in new tab).
Potential to lead to a permanent role.
Ask a question
The contact for this apprenticeship is:
MBKB LTD
The reference code for this apprenticeship is VAC2000047830.
Apply now
Closes in 7 days (Friday 21 August 2026)
After signing in, you’ll apply for this apprenticeship on the company's website.