Customer Service Team Leader

Mitie Group plc.; Marston Green; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading facilities management company in the UK is seeking a Team Leader to oversee team operations and ensure exceptional customer service. You will lead a team, manage performance against KPIs, and maintain compliance with operational guidelines. Ideal candidates have proven leadership experience and are effective communicators. Offers a full-time, permanent position based in Marston Green.

Qualifications

• Proven leadership experience in customer service or similar environment.
• Ability to motivate and manage teams to meet performance targets.
• Experience managing KPIs and SLAs.

Responsibilities

• Lead and mentor a team to achieve set targets.
• Manage performance through regular feedback.
• Oversee operational compliance and customer engagement.

Skills

Team leadership

Customer service management

KPI and SLA management

Communication skills

Problem-solving

Job description

Role Overview: Team Leader (Mitie)Location: T2 Trinity Park, Birmingham, B37 7ESContract: Permanent, Full-timeHours: 40 hours/week on a rotating shift pattern (7:00 am to 7:00 pm)

Key ResponsibilitiesTeam Leadership & People Management
-Lead and mentor a team to achieve set targets and maintain exceptional customer service.

-Ensure effective delegation of tasks and manage performance through 1-to-1 meetings and regular feedback.

-Manage all aspects of people management, including recruitment, HR welfare, sickness, and annual leave.

-Support the team in meeting KPIs and SLAs, addressing any issues or performance gaps.

Operational & Compliance Management
-Oversee reactive work orders and monitor completion against contractual SLAs.

-Ensure all engineer and subcontractor paperwork is processed according to audit requirements.

-Manage reactive actions and business-critical workflows to ensure continuity of service.

-Ensure tasks are being delivered in line with SFG20 and NEC3 guidelines.

-Monitor supply chain performance and work with suppliers to ensure contracts are fulfilled on time.

Customer & Stakeholder Engagement
-Respond effectively to customer queries and complaints, applying appropriate mitigations.

-Represent the team in stakeholder meetings and conference calls.

-Maintain clear, open communication with internal teams and external clients.

Training & Development
-Provide ongoing training, coaching, and process improvements to the team.

-Ensure that all team members adhere to Mitie's standards and continuously develop their skills.

Other Responsibilities
-Manage the purchase orders raised by the team, ensuring financial and commercial awareness.

-Take on additional tasks as delegated by the Service Delivery Manager.

Proven leadership experience, ideally in a customer service, call centre, or helpdesk environment.

-Ability to manage and motivate teams to meet and exceed performance targets.

-Experience managing KPIs and SLAs, ensuring teams meet contract expectations.

-Experience in mentoring and performance managing others to achieve team success.

Technical/Operational Expertise
-Knowledge of Facilities Management (FM) processes, though FM-specific experience is not essential.

-Familiarity with SFG20, NEC3 guidelines, and building services maintenance.

-Proficient with complex IT systems, capable of analysing and reporting effectively.

Communication & Problem Solving
-Strong communication skills for internal and external interactions.

-Ability to develop positive relationships with clients, third parties, and peers.

-Methodical and solution-oriented approach to managing issues and escalations.

Desirable
-A Full UK Driving Licence for potential client visits.