Critical Incident Team Leader

ISS; Metropolitan Borough of Solihull; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading facilities management company in the UK is seeking a proactive Critical Incident Team Leader. The successful candidate will lead the team to ensure operational efficiency, meet SLAs, and enhance service delivery through effective process improvements. Strong communication and organizational skills are essential, alongside previous leadership experience in a similar environment. The role offers the opportunity to shape service excellence and directly impact operational outcomes.

Qualifications

• Previous experience as a Team Leader in a similar environment (e.g., call centre).
• Ability to manage multiple priorities and work under pressure.
• Familiarity with SLAs and performance monitoring.

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.
• Support and implement process improvements to enhance service delivery.

Skills

Strong organisational skills

Strong communication skills

Ability to manage multiple priorities

Familiarity with SLAs

Proficient in MS Office

Job description

Critical Incident Team Leader

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. 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.

Key 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.

Disability Confident

We are a Disability Confident employer and will offer an interview to any applicant who declares they have a disability and meets the minimum criteria for the job as defined by the employer. In certain recruitment situations such as high‑volume, seasonal and high‑peak times, the employer may limit the overall number of interviews offered to both disabled and non‑disabled people. For more details please go to the relevant page.