Administrative Team Lead – Client Services & FM

Bidvest Noonan; Weybridge; On-site; GBP 30,000 - 40,000; Full time

Job summary

Bidvest Noonan is seeking an Administrative Team Leader to lead a small team delivering client-focused facilities management services to 90,000 properties nationwide. You will manage the admin team, coordinate the programme of works and ad hoc requests, and work closely with Operations Managers to ensure timely, accurate service delivery and client satisfaction.

The role requires strong organizational and interpersonal skills, experience with a digital helpdesk, and proactive development of the

Qualifications

• Experience of managing a digital/tech enabled helpdesk, internal service desk or call centre experience.

Responsibilities

• Managing a small team responsible for general administration and client service across multiple contracts; prioritising and directing team focus and allocating resources based on evolving business needs.
• Overseeing the administrators that act as the first point of call for client service enquiries and work requests including, but not limited to, bulk waste collections, ad hoc work and sub-contracted work.
• Responsibility for client satisfaction in relation to the handling of service-related issues including managing client complaints, resolving escalated issues or where necessary escalating further to Client Account management and Operations management
• Overseeing the efficient and effective delivery of the workflows to service ad hoc works requests, coordinating delivery from initial enquiry, through price estimating, raising of purchase orders, scheduling, delivery and billing
• Managing relationships with sub-contractors to ensure delivery of services in accordance with client requirement and Just Ask expectations for quality, cost and time.
• Liaising with sub-contractors, clients and residents to arrange the delivery of sub-contracted works
• Liaising with the scheduling and dispatch team and Operations Managers to ensure the effective delivery of the programme of works schedule and the timely resolution of identified issues
• Responsible for ensuring revenue from ad hoc works is tracked effectively and billed in a timely manner
• Managing data flow to/from client portals as required and ensuring data within client portals is managed in accordance with contractual requirements and client expectations
• Briefing Operations Managers and other internal stakeholders on key issues such as complaints, escalations and positive client feedback as required.
• Manage the preparation of weekly and monthly KPI and SLA performance reports for internal and client stakeholders as required
• Ensuring that service-related issues are addressed either directly or escalated in a timely manner to Operations Managers or other internal stakeholders as appropriate

Skills

Digital/tech enabled helpdesk

Organizational skills

Interpersonal skills

Team leadership

CRM software

Tools

CRM software

Job description

Bidvest Noonan is seeking an Administrative Team Leader to lead a small team delivering client-focused facilities management services to 90,000 properties nationwide. You will manage the admin team, coordinate the programme of works and ad hoc requests, and work closely with Operations Managers to ensure timely, accurate service delivery and client satisfaction.

The role requires strong organizational and interpersonal skills, experience with a digital helpdesk, and proactive development of the