Client Support Team Leader

Wates Smartspace; Manchester; On-site; GBP 35,000 - 55,000; Full time

Job summary

An established industry player seeks a Client Support Team Leader to drive operational excellence within their FM team. This role involves managing a dedicated client support team, ensuring effective communication, and delivering exceptional service to clients. You will oversee daily operations, monitor performance, and lead a small team to meet key performance indicators. With a focus on client satisfaction and operational efficiency, this position offers a unique opportunity to make a significant impact within a supportive work environment. If you possess strong management skills and a commitment to excellence, this role could be your next career milestone.

Benefits

Private Medical

Pension 5% employer contribution

Health and Wellness programme

22 days holidays + bank holidays

Learning and development opportunities

Industry leading family leave benefits

Qualifications

• Proven experience in service desk management and works delivery.
• Effective management skills with clear communication.

Responsibilities

• Oversee daily deliverables and manage job status.
• Lead a team to meet contract KPIs and drive operational delivery.

Skills

Service Desk Management

Client Relationship Management

Attention to Detail

Team Leadership

CAFM Management

Education

Engineering Background

Job description

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The Vacancy

CLIENT SUPPORT TEAM LEADER

We have a fantastic opportunity for an experienced Client Support Team Leader to join our FM team in Manchester. The primary focus of this role will be to take line management responsibility of the client support delivery for our new national client and a directly employed client support team.



The Client Support team is an integral part of Wates FM. Working as a Team Leader within Client Support you will be a central point of escalation for a team responsible for customers and operational colleagues in the raising, allocation, and completion of jobs. With direct support from the Account Manager and a wider client operations network, you will have autonomy and responsibility to provide a first contact solution which meets our client’s needs and a first level of escalation for our team and colleagues.



Key responsibilities for a Client Support Team Leader include:

• Oversee daily deliverables and complete daily review of job status from all systems
• Lead a team to deliver against contract KPI’s
• Support and drive outputs on administration of the assigned accounts & CAFM updates
• Manage updates on outsourced and Contractor work instructions
• Support with leadership of a small team, to drive operational delivery within the mobile business for the client
• Oversee and ensure the team monitor all Sub contractors, and info is obtained and maintained, including associated RAMS & attendance updates.
• Manage, monitor, and record performance including exception reporting of the respective accounts within your remit
  
  

We are looking for an individual with a proven experience in service desk management and the management of works delivery and management via CAFM to align with KPI and SLA delivery. An Engineering background is desirable.



To be successful in this role you will have highly effective management skills and be able to communicate clearly and concisely. Alongside this, you will have excellent attention to detail and promote ownership through to closure.



What We Offer

• Competitive salary
• Extensive corporate benefits including, Private Medical, Pension 5% employers’ contribution, Health and Wellness programme, 22 days holidays + bank holidays and much more…
• Excellent range of learning and development activity to support your career progression.
• Industry leading family leave benefits to included 26 weeks fully paid maternity, 12 weeks fully paid paternity.
  
  

To find out more about LIFE AT WATES please click on the following link https://www.wates.co.uk/careers/



Given the nature of this position, you will need to undergo a Basic Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant’s criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre-employment checks.

To learn more about the checks included in this process, please click on the following link: National Security Vetting

Apply Now

Work for Wates

Wates is one of the UK’s leading family-owned development, building and property maintenance companies. Founded over 125 years ago, we have a proud legacy in the built environment.

We are driven by our purpose, ‘reimagining places for people to thrive’ and our three promises:

• Thriving places – working with customers, partners and communities to create places that are more sustainable, inclusive, and full of opportunity.
• Thriving planet – protecting nature and taking action on climate change by collaborating and innovating with our partners.
• Thriving people – creating opportunities and relationships so that everyone who works for and with us feels included, invested in and treated with care.
  
  

We are proud to be recognised as Gold Investors in People and as a Disability Confident employer. We also ensure that our recruitment processes do not treat anyone less favourably due to an offending background.

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Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Construction

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