Customer Experience Centre (CEC) Assistant Team Leader

Allegis Global Solutions; Liverpool; On-site; GBP 25,000 - 32,000; Full time

Benefits offered by this job

On-site parking

Gym facilities

Career development

Job summary

Allegis Global Solutions in Warrington is seeking a Customer Experience Centre Assistant Team Leader to supervise a small on-site team and ensure delivery of facilities services for HSBC. You will coordinate operations, manage contractors, and maintain reports to meet KPIs and SLAs.

This 40-hour per week, fully onsite role offers opportunities for training and career development within a fast-paced environment.

Qualifications

• Minimum 2 years' experience in an administrative, operational support, facilities or workplace coordination role.
• Previous Facilities Management experience.
• Previous Engineering Helpdesk experience.Knowledge of engineering operations or maintenance environments.
• Strong leadership and people management capability.
• Excellent verbal and written communication skills.
• Strong organisational skills and attention to detail.
• Proficiency in Microsoft Excel, Outlook and Word.
• Experience working with vendors, contractors and multiple stakeholders.
• Ability to prioritise tasks and make effective operational decisions.
• Ability to work independently and perform under pressure in a fast-paced environment.
• Experience working in KPI and SLA-driven environments.

Responsibilities

• Support, monitor and coordinate a small team of multi-skilled operatives.
• Develop and maintain strong relationships with client stakeholders, landlords, managing agents and facilities vendors.
• Assist in managing on-site contractors and suppliers to ensure service delivery standards are met.
• Coordinate day-to-day facilities and workplace operations across the site.
• Support financial administration activities including purchase orders, invoices and reporting.
• Assist with the implementation and monitoring of business continuity and disaster recovery plans.
• Follow established escalation procedures and incident management processes.
• Support operational projects and continuous improvement initiatives.
• Prepare and maintain management reports and operational records.
• Drive achievement of KPIs and SLAs.
• Work closely with engineers, vendors and internal teams to ensure operational issues are resolved quickly.
• Maintain a high level of customer service for all internal and external stakeholders.

Skills

Leadership

People management

Operational decision-making

Strong communication

Microsoft Excel

Outlook

Word

Vendor and stakeholder management

Attention to detail

Tools

Microsoft Excel

Outlook

Word

Job description

Title: Customer Experience Centre (CEC) Assistant Team Leader

Duration: September 2026 - May 2027 (Potential Extension/Permanent Opportunity)

Location: Warrington, UK (303 Bridgewater Place, Warrington, WA3 6XF)

Headcount: 1

Key Responsibilities

• Support, monitor and coordinate a small team of multi-skilled operatives.
• Develop and maintain strong relationships with client stakeholders, landlords, managing agents and facilities vendors.
• Assist in managing on-site contractors and suppliers to ensure service delivery standards are met.
• Coordinate day-to-day facilities and workplace operations across the site.
• Support financial administration activities including purchase orders, invoices and reporting.
• Assist with the implementation and monitoring of business continuity and disaster recovery plans.
• Follow established escalation procedures and incident management processes.
• Support operational projects and continuous improvement initiatives.
• Prepare and maintain management reports and operational records.
• Drive achievement of Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
• Work closely with engineers, vendors and internal teams to ensure operational issues are resolved quickly.
• Maintain a high level of customer service for all internal and external stakeholders.

Desired or Preferred Experience and Technical Skills:

• Minimum 2 years' experience in an administrative, operational support, facilities or workplace coordination role.
• Previous Facilities Management experience.
• Previous Engineering Helpdesk experience.Knowledge of engineering operations or maintenance environments.
• Strong leadership and people management capability.
• Excellent verbal and written communication skills.
• Strong organisational skills and attention to detail.
• Proficiency in Microsoft Excel, Outlook and Word.
• Experience working with vendors, contractors and multiple stakeholders.
• Ability to prioritise tasks and make effective operational decisions.
• Ability to work independently and perform under pressure in a fast-paced environment.
• Experience working in KPI and SLA-driven environments.

Top 3 Must-Have Skills

• Strong leadership and team coordination.
• Ability to make sound operational decisions.
• Ability to work effectively under pressure in a fast-paced environment.

Working Pattern

• Monday to Friday.
• 8:00 AM - 5:00 PM.
• 40 hours per week.
• Fully onsite in Warrington.
• No travel required.

What Makes This Role Attractive?

• Opportunity to work with JLL supporting HSBC.
• Potential for contract extension or permanent employment.
• Opportunity to lead a team and make operational decisions.
• Training and career development opportunities.
• On-site parking and gym facilities.
• Fast-paced and varied working environment where no two days are the same.