Business Services Team Leader

Cameron Clarke Associates t/a talent-finder; Harlow; On-site; GBP 30,000 - 32,000; Full time

Job summary

SCCI Group in Harlow is seeking a Business Services Team Leader to manage a small team of Administrators and oversee the end-to-end administration of maintenance contracts.

You will ensure jobs are scheduled efficiently, customer portals and systems are updated, and SLAs are consistently met. This is a role for an experienced customer service or operations professional with strong leadership and communication skills.

Qualifications

• Experience in customer service, administration or operational service delivery.

Responsibilities

• Lead and supervise a team of Business Services Administrators.
• Monitor performance against targets, KPIs and SLAs, taking corrective actions when needed.
• Oversee end-to-end administration of contracts from receipt to completion within timescales.
• Coordinate engineer diary scheduling to align with priorities and response times.
• Schedule resident appointments and provide timely job progress updates.
• Update customer portals and internal systems to ensure accurate reporting.
• Check and record relevant compliance documentation for maintenance processes.
• Liaise with Contract Managers, Engineers, subcontractors, Costings/ QS teams and customers to resolve issues.

Skills

Leadership

Team management

Customer service

Operations coordination

Scheduling

Performance management

Communication

Tools

Tesseract

Job description

Business Services Team Leader | Harlow | Full Time | £30,000-£32,000 per annum

Our client is part of the SCCI Group, a UK provider of digital TV solutions and Fire/Life Safety systems, with nationwide coverage. Their business has a strong technical focus, supported by a large engineering team and a range of industry accreditations including ISO 9001:2015, Constructionline, CHAS and SafeContractor.

The Role

They are seeking an organised, proactive and customer-focused Business Services Team Leader to lead a team of approximately four Business Services Administrators based in Harlow.

You will be responsible for the day-to-day management, performance and development of your team, ensuring the effective administration and coordination of reactive, remedial and planned maintenance works. Working closely with Contract Managers, Engineers and the wider Business Services department, you will ensure jobs are allocated and scheduled efficiently, customer portals and systems are kept up to date, and contractual requirements and service level agreements (SLAs) are consistently met.

This is an excellent opportunity for an experienced customer service or operations professional with strong leadership, organisational and communication skills to make a real impact on service delivery and customer satisfaction.

Key Responsibilities

• Lead, motivate and support a team of Business Services Administrators, providing clear direction, guidance and day-to-day supervision
• Monitor individual and team performance against agreed targets, customer KPIs and contractual SLAs, implementing corrective actions where required
• Oversee the end-to-end administration of allocated contracts, from receipt of jobs through to completion and closure within agreed timescales
• Coordinate engineer diary scheduling and availability, ensuring jobs are allocated to the appropriate skill set in line with contractual priorities and response times
• Oversee the scheduling of appointments with residents and ensure customers receive timely updates on job progress and completion
• Ensure customer portals, Tesseract and internal systems are updated accurately and promptly, maintaining reliable performance reporting
• Monitor remedial and planned maintenance processes, ensuring relevant certification and compliance documentation is checked, recorded and processed correctly
• Liaise closely with Contract Managers, Engineers, subcontractors, Costings and QS teams, customers and residents to resolve issues and maintain service excellence
• Identify and eliminate service delivery issues where necessary, ensuring appropriate action is taken to protect customer satisfaction and contractual performance
• Conduct regular performance and KPI reviews with team members, recognising strong performance and providing training, coaching and support where improvements are needed
• Manage team administration, including holiday requests, sickness absence, probationary reviews and ongoing performance management
• Analyse workload, scheduling and performance data to identify trends, address issues and improve operational efficiency
• Deliver training and familiarisation for existing team members and new starters
• Support the Head of Business Services in identifying and implementing continuous improvement initiatives across the department
• Promote company standards and professional conduct in all internal and external communications
• Undertake any other reasonable duties as directed by the Business Services Supervisor or Head of Business Services

Requirements

Essential

• Previous experience in a customer service, administration or operational service delivery environment
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