Business Services Team Leader

Daniel Owen Ltd.; Essex; On-site; GBP 30,000; Full time

Job summary

A leading company seeks a Business Services Team Leader to oversee administrative functions, ensure service excellence, and manage team performance. The role is office-based and permanent, requiring excellent communication skills and the ability to support a high-quality administration function.

Responsibilities

• Lead a team of Administrators and ensure communication on service needs and KPIs.
• Support the Business Services Supervisor in delivering a high-quality Administration function.
• Conduct weekly performance meetings with team Administrators.

Job description

Business Services Team Leader
Permanent
Office based
08:00am till 17:00pm
£30,000 per annum

Main Purpose

• Lead a team of Administrators, ensuring clear communication regarding service needs, timescales, and KPI reporting. Monitor individual and team performance, providing support and guidance to achieve departmental goals.
• Support the Business Services Supervisor and Head of Business Services in delivering a high-quality Administration function that underpins Engineering service excellence for customers.
• Cover responsibilities of the Business Services Supervisor in their absence.
• Liaise with Contract and Engineering Teams to deliver daily reporting, including Contract performance, Engineer diary scheduling, and PPM reports to Tesseract & Portals.
• Ensure customer service excellence through professional communication via telephone and written correspondence with customers and residents.
• Oversee and escalate contracted service delivery issues to the Business Services and Contract Management Teams after ensuring all customer calls and engineer scheduling are completed to standard within timescales.
• Manage the allocated contracts' customer portal interface in real-time to maintain customer confidence, satisfaction, and accurate KPIs for Contract Manager meetings, based on system processing by Administrators.
• Conduct weekly performance and KPI meetings with team Administrators. Identify high performers, meet standards, and provide training and support for underperformers. Escalate ongoing issues to the Business Services Supervisor/Head of Business Services after demonstrating all supportive actions.