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Team Leader

Interserve
Job LocationHertburn
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Job PurposeWe provide facilities management service delivery across varying contracts. Our aim; to ensure we deliver a first class service for all of our customers and to be the biggest and best provider of facilities management.The Team Leader will play a key role in helping to lead a 24/7 facilities management helpdesk and service team. The successful candidate will provide effective leadership of a team to deliver excellent customer service, high quality and professional standards, and productivity results.Working in a small but fast paced and demanding environment, you will set clear direction for the team and ensure that service levels and KPIs are consistently met. You will work within a management team to ensure effective and efficient working, in support of customer requirements and commercial expectations.This position requires a strong and experienced customer service leader, who is able to demonstrate that they have delivered customer service, FM or payroll performance results.You will support with resource planning, training and the operational day to day requirements of running a multi-discipline environment, during a period of business wide change.The successful candidate will therefore need to be an effective team player who is proactive, positive, willing to get involved and thrives in a challenging, sometimes ambiguous and changing environment.Responsibilities

  • Provide robust people and team management principles, such as effective leadership, motivation techniques, performance management, quality principles, and development initiatives to ensure that the team meets and exceeds targets and expectations
  • Manage, lead and develop a team to ensure that they satisfy the requirements of their role
  • Lead the team to achieve customer and client satisfaction by ensuring first time resolution to all customer enquiries raised
  • To work as part of an integrated management team to provide efficient and effective service
  • Ensure that staffing and resource is managed in the most effective way, adjusting to changes in service delivery and customer demand
  • To identify opportunities for continual improvement to service delivery, initiating changes to the benefit of the customer, liaising with internal and operational management teams to gain buy in across all departments and service delivery areas
  • To ensure that the team are fully equipped to complete their tasks through regular training, coaching and development activities
  • To monitor the daily performance of the team, providing timely feedback and implementing performance improvement where necessary
  • To operate within contractually set service level agreements, policies, procedures and targets
  • Take ownership for resolving queries and completing the actions required to ensure that all customers receive the highest quality of service
  • Actively seek and encourage feedback from internal and external sources in order to continually improve service delivery
  • To seek out, establish and maintain relationships with operational contacts for each client, developing and maintaining knowledge of the customer needs. To manage to appropriate policies, procedures, and service standards and ensure these are effectively adhered to consistently by all the team
  • Take ownership for own performance, receiving feedback positively, taking action where required and identify and apply opportunities to develop and improve skills.
  • Be aware of the business continuity plan for the part of the business you work in
    • Knowledge, Skills & Experience
  • Has the natural ability to motivate and energise others to achieve. Experienced in leading a team to achieve excellence, in a performance driven environment
  • Understands the importance of coaching, mentoring, motivation and performance management and experience in applying the core principals
  • Agrees and monitors the timely completion of objectives and targets
  • Completes tasks meeting deadlines through the careful scheduling of resources, adapting and utilising resources in the most effective way
  • Provides a quality service by maintaining high professional standards in order to effectively resolve complex customer issues
  • Seeks to improve customer and client satisfaction by maintaining and developing positive relationships acting and responding to feedback
  • Considers problems from different angles and seeks out the best solution for the benefit of the customer and the business
  • The ability to demonstrate performance management and improvement in a fast paced target driven environment
  • Has good knowledge and experience of people policies and procedures and knows how to put them into practice in an operational environment.
  • Thoroughly investigates issues using all of the available resources to establish cause and effect
  • Gains enthusiastic support from others to provide win-win solutions
  • Gains loyalty through ethical behaviour, understanding and applying sensitivity, confidentiality and empathy
  • Has the ability to work under and respond positively to pressure in a diverse and challenging environment
  • Understanding of change management principals and techniques
  • Has the ability to make fair decisions based on the information provided
  • Has excellent communication skills, tailoring the message to the audience using the most appropriate communication method to ensure understanding
  • Disciplined, energetic and results orientated with the ability to stretch themselves to achieve business results through the evaluation of personal performance and continual improvement
  • Can create an environment where colleagues and staff can develop and excel.
  • Assertive and confident with the ability to gain trust and respect of a team, customers, peers and Managers within the business.
  • Works with all people necessary to assist in the full and satisfactory resolution of customer issues, building networks and relationships to enable the sharing of best practice
  • Competent in working with multiple complex IT systems to access, record and provide management information

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