Customer Service Team Leader

Mitie Cleaning & Hygiene Services; Greater Manchester; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Virtual GP

Salary Finance support

Choices lifestyle benefits platform

MiDeals discounts

Cycle-to-work scheme

Life cover

Enhanced pension contributions

Save-as-you-earn scheme

Mitie Matching Shares

Mitie Stars incentive

Job summary

Mitie Cleaning & Hygiene Services in Manchester is seeking a Customer Service Team Manager to lead the Help Desk within Mitie Technical Services. You will drive day-to-day operations, ensure service delivery across multiple client contracts, and maintain a high-performing team aligned with Mitie's values.

The role focuses on operational excellence, effective resource management, and coaching to deliver exceptional customer experience while meeting contractual service levels.

Qualifications

• Proven experience leading teams in a Help Desk, Service Desk, or Facilities/Technical Services environment.
• Strong ability to manage performance against KPIs and SLAs.
• Excellent customer service, communication, and stakeholder handling skills.
• Experience handling escalations and driving improvements in a fast-paced setting.

Responsibilities

• Lead and manage a team of Help Desk Advisors delivering top-tier service.
• Oversee reactive and planned work orders with accurate logging, prioritisation, dispatch, and completion.
• Monitor performance against KPIs and SLAs; take proactive action to mitigate risks.
• Act as the escalation point for customer concerns and incidents; ensure timely resolution.
• Build strong relationships with clients, engineers, and internal teams to support service excellence.
• Coach and develop team members through performance reviews and training plans.
• Drive continuous improvement and ensure governance and policy compliance.

Skills

Leadership

Customer service

KPI management

SLAs

Stakeholder management

Coaching

Problem solving

Job description

LOCATION: Manchester

SHIFT: Between 06:00 and 21:00, with shifts including 06:00-15:00, 07:00-16:00, 08:00-17:00, 09:00-18:00, 10:00-19:00, 12:00-20:00 and 13:00-21:00

HOURS: 40 hours per week

At Mitie, our people are our greatest strength, and our promise is to create a place to work where you can thrive and be your best every day.

We're looking for a Customer Service Team Manager to lead the day-to-day operations of the Help Desk within Mitie Technical Services, ensuring the efficient management of customer requests, reactive maintenance activities, planned works co-ordination, and service delivery performance across multiple client contracts.

The role is accountable for driving operational excellence, achieving contractual service levels, developing a high-performing team, and ensuring a positive customer experience through effective resource management, performance coaching, and stakeholder engagement.

The Team Manager will act as the first line of leadership within the Help Desk, maintaining service continuity while supporting operational improvement initiatives and embedding Mitie's values, governance standards, and customer-centric culture.

Role Responsibilities

• Lead and manage a team of Help Desk Advisors, ensuring exceptional service delivery to both internal and external customers.
• Oversee the effective management of reactive and planned work orders, ensuring accurate logging, prioritisation, dispatch and completion.
• Monitor and drive performance against contractual KPIs and SLAs, taking proactive action to address service risks and issues.
• Act as the escalation point for customer concerns, complaints and operational incidents, ensuring timely resolution.
• Build strong working relationships with clients, engineers, operational teams and key stakeholders to support service excellence.
• Coach, develop and motivate team members through regular performance reviews, training and development plans.
• Drive continuous improvement initiatives, promoting efficiencies, process enhancements and operational best practice while maintaining compliance with Mitie policies and governance requirements.

What We Are Looking For

• Proven experience managing teams within a Help Desk, Service Desk, Contact Centre, Facilities Management or Technical Services environment.
• Strong leadership skills with the ability to motivate, coach and develop high-performing teams.
• Experience managing operational performance against KPIs, SLAs and contractual service requirements.
• Excellent customer service, stakeholder management and communication skills, with experience handling escalations and complaints.
• Strong problem-solving and decision-making abilities in a fast-paced, high-volume environment.

Our market-leading offering provides you with benefits that suit your lifestyle.

• We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
• When you join us, we'll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days' holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
• We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
• We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there's a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Join our Mitie Team.

Together our diversity makes us stronger.

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