Customer Experience Team Leader

Integral UK Ltd; Liverpool; On-site; GBP 30,000 - 42,000; Full time

Job summary

A leading facilities management company is seeking a Helpdesk Team Leader for the University of Liverpool contract. The successful candidate will direct a team, manage PPM schedules, and ensure service quality, while benefiting from a comprehensive package including overtime bonuses, holiday options, and a pension scheme.

Benefits

Overtime at 1.5x on weekdays

Standby rate of £15 per day

24 days holiday plus bank holidays

Life assurance

Employee discounts with various brands

Cycle to work scheme

Learning and development programs

Qualifications

• Strong leadership and team management skills are essential.
• Experience in helpdesk or facilities management preferred.
• Ability to meet KPIs and manage multiple tasks effectively.

Responsibilities

• Direct the helpdesk team to achieve daily objectives.
• Log and allocate tasks to maintenance teams and ensure service completion.
• Maintain effective communication with sub-contractors and track job progress.

Skills

Team Management

Customer Service

Problem Solving

Communication

Job description

We are currently looking for a Helpdesk Team Leader to join our team on the University of Liverpool contract.

Main Duties & Responsibilities

• Direct the team to achieve its objectives daily.
• Develop and implement efficient working methods with the admin manager to meet KPIs and SLAs.
• Log calls/jobs on the helpdesk system received via telephone, email, or in person.
• Allocate work orders/purchase orders to the maintenance team or supply chain.
• Take ownership of the PPM schedule and reactive maintenance jobs, ensuring completion in line with service requirements.
• Work closely with the contract administration team.
• Liaise and follow up with sub-contractors and in-house staff.
• Ensure tasks are completed according to the PPM planner and SLAs/KPIs.
• Maintain the database with current specialist subcontractors' contact details.
• Track job progress against KPIs, including response and rectification times, and implement escalation procedures.
• Report job progress and close-out to clients and contract staff.
• Update asset history with work records.
• Upload and amend asset information in the helpdesk and CAFM system.
• Record time, materials, and contractor costs for completed PPM jobs in the CAFM system.
• Assist managers with procedural changes and training, including documentation.
• Maintain an effective filing system for all CAFM-related documentation.
• Assist the Audit/Compliance Manager to keep statutory paperwork up to date and properly stored.
• Perform general administrative duties as reasonably required.

Employee Benefits

• Overtime at 1.5x on weekdays and 2x on weekends, with day in lieu on bank holidays.
• Standby rate of £15 per day and £50 on bank holidays.
• 24 days holiday plus bank holidays, pro-rated for shift workers.
• Option to buy and sell holidays (buy 5 days, sell 2 days).
• Life assurance.
• Auto-enrolment pension scheme.
• Employee Assistance Program (EAP).
• Cycle to work scheme.
• Purchase an electric vehicle via salary sacrifice.
• Employee discounts with various brands.
• Learning and development programs, training, and career opportunities.

What You Can Expect From Us

Join an entrepreneurial, inclusive culture where we succeed together. Develop your strengths and enjoy a fulfilling career with varied experiences. Discover where Integral and JLL can take you—apply today!