Team Leader

What will be my core responsibilities?

To support the Head Service Delivery and supervise efficient running of Service Delivery Teams. Providing excellent customer service and support to our clients, Account Managers, and our supply chain partners. Focusing on the daily management of the Service Delivery Team’s performance and delivering or exceeding our customer SLA’s, KPIs along with set targets and objectives.

• Accountable for the effective supervision your Service Delivery Team, ensuring calls are answered, calls logged accurately and promptly within timescale set, that all information held within our internal CAFM system is correct, procedures are written and that the processes are followed.
• Conduct regular call monitoring to assess quality and provide feedback and coaching
• Analyse call handling performance and productivity and take action to resolve any issues.
• Ensure you’re your team are meeting / exceeding contract requirements, and manage expectations and timelines for the customer and all internal stakeholders if timelines are going to slip.
• Conduct monthly 1:1s, mentoring team members, targets & objective setting and absence management.
• Complete checks to ensure accuracy of tasks and real time position, reporting on Team stats and targets set by Head of Service Delivery.
• Prioritise daily tasks and raise any concerns with the Head of Service Delivery - Acting as a point of escalation.
• Highlight client concerns or potential delays to the Head of Service Delivery / Account Mangers.
• Provide support on analysing and managing customer support issues via telephone/email where required.
• Ensure you have a clear understanding of the services we provide for our clients in all aspects relating to work order management.
• Assist Account Managers / Contracts Managers to provide support with tracking and closing individual cases as and when the business requires.

What do I need to be successful in this role?

• Demontrable experience in a call centre/helpdesk environment
• Experience mentoring, coaching, training and developing team members
• Knowledge of provision of Facilities Management Services and what this entails.
• Well developed communication skills and able to work collaboratively with a range of stakeholders
• Good analytical ability with a commercial mindset
• Confident user of different systems and comfortable working with large datasets and pulling reports
• A flexible and adaptable approach to work, and able to make sound decisions regarding priorities

We are an equal opportunities employer committed to creating a diverse and inclusive environment and welcome applications from all suitably qualified candidates.