Out of Hours Team Leader

Out of Hours Team Leader
Location: Stoke, ST1 5PZ
Hours of work: 40
Contract Type: Permanent

Our client, a leading provider of facilities services in the UK, is seeking a driven and resilient Out of Hours Team Leader to lead the Out-of-Hours (OOH) Facilities Service Desk team.

The role is responsible for delivering high quality customer service, managing job delivery across a UK client portfolio, and ensuring operational excellence during overnight service periods.

Working a 4-on, 4-off night shift pattern (21:00 to 08:00), you will lead a fast-paced service desk environment, managing team performance, maintaining service standards, and ensuring customer and contractual requirements are consistently met.

This role also supports the wider service delivery function by providing leadership, continuity, and effective decision-making during out-of-hours operations.

Key Responsibilities

• Lead and manage the Out-of-Hours Facilities Service Desk team to deliver high quality customer service.
• Achieve contractual and business KPIs and service targets.
• Ensure procedures are followed to identify the best course of action for customers and the business.
• Provide induction and technical training for team members, liaising with the Service Delivery Manager on additional training needs.
• Monitor, review, and manage staff performance on an ongoing basis.
• Escalate and advise the Service Delivery Manager of potential disciplinary issues as they arise.
• Manage client relationships and expectations, attending progress meetings as required.
• Deputise for the Service Delivery Manager when necessary to ensure continuity of service.

Person Specification

• Proven delivery of high quality, consistent customer service standards.
• Experience of working to customer and business KPIs and SLAs.
• Demonstrated commitment to the safety and wellbeing of self, team, and colleagues.
• Ability to monitor short-term workload variations and flex team rostering to meet demand.
• Experience supervising others and allocating tasks based on technical specialisms.
• Essential CRM database knowledge; Tririga, Maximo, or 360 experience is desirable.
• Experience working in a target-driven or high-pressure customer service environment.
• Essential experience within a Facilities Management (FM) service desk environment.