Client Services Team Leader

Client Services Team Leader

Location: Stoke, ST1 5PZ
Hours of work: 40
Contract Type: Fixed Term Contract (12 months)

Our client, a leading provider of facilities services in the UK, is seeking a Client Services Team Leader to manage and develop a high-performing team within a fast-paced Facilities Management environment.

Job Overview

This role is focused on leading a team of Service Coordinators and Helpdesk staff, ensuring the consistent delivery of high-quality service outcomes aligned to operational priorities, KPIs and SLAs. The successful candidate will play a key role in maintaining service excellence while driving continuous improvement across all service delivery activities.

The position requires a resilient and organised leader with strong Facilities Management expertise and experience working with CAFM systems. You will build effective stakeholder relationships, oversee workload management, and support change initiatives to ensure both team engagement and service continuity.

Key Responsibilities

• Lead, manage and develop a team of up to 15 within Helpdesk and Service Coordination functions.
• Drive team performance, ensuring delivery against KPIs, SLAs and service standards.
• Oversee workload management and adjust team rostering based on demand fluctuations.
• Utilise CAFM systems (e.g. IBM Tririga, IBM Maximo) to manage operations, reporting and performance improvements.
• Produce and present performance reports, service metrics and operational insights.
• Ensure effective work order management and service coordination processes.
• Support change management initiatives, ensuring team engagement and service continuity.
• Build and maintain strong relationships with internal and external stakeholders.

Professional and Personal Competencies/Qualifications

• Proven experience delivering high-quality customer service in a target-driven or high-pressure environment.
• Strong Facilities Management experience, including both Soft FM and Hard FM services.
• Leadership experience within a Helpdesk, Service Desk or Operations Support Centre.
• Proficiency with CAFM/CRM systems (e.g. Tririga, Maximo or equivalent such as 360 systems).
• Strong understanding of Health & Safety and commitment to safe working practices.
• Experience supervising teams, allocating tasks and optimising performance.
• Ability to analyse data and take a data-driven approach to service improvement.
• Excellent communication skills with the ability to influence and manage expectations.