Client Services Team Leader

Client Services Team Leader
Location: Stoke, ST1 5PZ
Hours of Work: 40
Contract Type: Fixed Term Contract (6 Months)

Our client, a leading provider of facilities services in the UK, is seeking a Client Services Team Leader to lead a Facilities Service Desk team responsible for customer service and job delivery management, supporting customers, contracts and services across a diverse UK client portfolio.

This is an opportunity to join a fast-paced environment where service excellence, customer satisfaction and operational performance are key priorities. The successful candidate will play a key role in ensuring service levels are achieved while maintaining a high standard of customer experience.

Job Description

We are seeking a customer-focused leader with service desk experience, a track record of delivering against KPIs and SLAs, and the ability to develop, support and motivate a team.

The successful candidate will contribute to achieving service levels, performance standards and operational deadlines while ensuring a high-quality customer experience.

Key Responsibilities

• Lead and support a Facilities Service Desk team to deliver excellent customer service and operational performance.
• Achieve contractual and business KPIs, targets and service level commitments.
• Provide induction and technical training for team members and identify further development needs.
• Monitor staff performance and support continuous improvement across the team.
• Manage customer relationships, resolve service issues and handle escalations where required.
• Support workforce planning and rostering to ensure SLA adherence and effective resource allocation.
• Ensure all work is completed in line with agreed processes, procedures and task schedules.
• Promote safe working practices and ensure compliance with Health & Safety requirements.

Person Specification

• Experience delivering high-quality customer service within a service desk or customer service environment.
• Experience working against KPIs and SLAs.
• Previous experience supervising, coordinating or leading a team.
• CRM database knowledge, with knowledge of Tririga, Maximo or 360 considered desirable.
• Strong communication and stakeholder management skills.
• Excellent organisational skills with the ability to prioritise competing demands.
• A proactive, solutions-focused approach and the ability to remain effective under pressure.
• A strong commitment to quality, service delivery and team development.