Critical Incident Team Leader

ISS Facilities Services; Coleshill Heath; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading workplace management company in the UK is seeking a proactive Critical Incident Team Leader to manage operations and improve service delivery. The ideal candidate will possess strong organisational skills and previous leadership experience in a similar environment. This permanent contract offers a challenging role in a supportive team dedicated to operational excellence.

Qualifications

• Previous experience as a Team Leader in a similar environment (e.g., call centre).
• Strong organisational and communication skills.
• Ability to manage multiple priorities and work under pressure.

Responsibilities

• Lead and manage the Critical Incident team.
• Oversee daily operations of the Sub Dispatch team.
• Monitor task allocation and performance for timely completion.

Skills

Organisational skills

Communication skills

Ability to manage multiple priorities

Familiarity with SLAs

Proficiency in MS Office

Job description

Critical Incident Team Leader

Contract: Key Account Network

Location: Birmingham, B37 7YE

Hours of work: 40

Contract Type: Permanent

We are seeking a proactive Critical Incident Team Leader to lead and coordinate the Critical Incident team, ensuring operational efficiency, compliance with SLAs, and exceptional customer satisfaction.

This role is pivotal in maintaining service excellence and supporting strategic objectives through effective workload management and process improvements.

Job Description

As the Team Leader, you will oversee daily operations, manage task allocation, and act as the primary point of escalation for operational issues.

You will play a key role in driving performance, implementing new procedures, and ensuring compliance with health and safety standards and company policies.

Key Responsibilities

• Lead and manage the Critical Incident team to deliver operational efficiency and meet SLAs.
• Oversee daily operations of the Sub Dispatch team to fulfil contractual obligations.
• Allocate tasks effectively and monitor performance to ensure timely completion of reactive works and queries.
• Maintain accurate records and provide regular updates to stakeholders.
• Support and implement process improvements to enhance service delivery.
• Ensure compliance with health and safety standards and company policies.
• Act as the primary escalation point for operational issues within the team.
• Foster a collaborative and high-performing team environment.

Professional and Personal Competencies/Qualifications

• Previous experience as a Team Leader in a similar environment (e.g., call centre).
• Strong organisational and communication skills.
• Ability to manage multiple priorities and work under pressure.
• Familiarity with SLAs and performance monitoring.
• Proficient in MS Office and relevant operational systems.

The Company

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace

ISS is proud to be a diverse and inclusive employer.

ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.

We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.

If you have any further queries regarding this role, please contact the Resourcing Team by emailing [e-mail]