Customer Service Team Leader (Backshift)

PDA Search & Selection; Glasgow; Hybrid; GBP 29,000; Full time

Job summary

A leading recruitment agency in Glasgow is seeking a Customer Service Team Leader to oversee a team of operators in providing efficient facilities management services. Responsibilities include managing daily performance, mentoring senior operators, and maintaining strong working relationships with stakeholders. Ideal candidates should possess strong communication skills, proven leadership experience, and a flexible approach to working hours. This full-time role offers a competitive salary and various benefits including health insurance and a pension scheme.

Benefits

33 days holiday

Company pension scheme up to 5% match

BUPA (single cover) Health Insurance

Retail discounts

Qualifications

• Previous experience of effectively leading a team is essential.
• Flexibility in working hours is required.

Responsibilities

• Manage team daily performance and ensure action is taken as required.
• Conduct monthly, documented 1-2-1's and team meetings.
• Mentor and lead senior operators.

Skills

Strong PC literacy

Strong communication skills

Effective problem-solving

Ability to motivate self and others

Results focus

Job description

Position: Customer Service Team Leader (Backshift)
Salary: £28,641.60 per annum
Location: Glasgow / Working from Home
Hours: 37.5 hours per week
Shifts: Monday - Friday
Shift Patterns: Between the hours of 12pm-10pm, primarily 2.00pm - 10.00pm
Benefits: 33 days holiday, Company pension scheme up to 5% match, BUPA (single cover) Health Insurance, retail discounts

JOB PURPOSE

The Helpdesk Team Leader role is to effectively lead a team of operators, ensuring the provision of and smooth-running facilities management service to partner stores in line with agreed KPI's and SLA's.

RESPONSIBILITIES

• Manage team daily performance ensuring action taken as required and any follow up required is carried out in a timely manner
• Monitor new screen and wallboard to ensure delivery of KPI's, also ensuring delivery of KPI's are prioritised above Admin duties
• Conduct monthly, documented, 1-2-1's and team meetings
• Mentor and lead senior operators to ensure then can step up and support you in all aspects of the team leader role
• Conduct return to work and disciplinary meetings (disciplinary meetings can only be conducted following successful completion of the company Disciplinary and Grievance 1 training course)
• Assist Supervisors daily and familiarise yourself with their duties
• Develop and motivate team members promoting City values
• Reward and recognise good performance
• Attend field cell Meetings when possible
• Assist field managers with email requests and data reports
• Support team members to ensure individual and team KPIs are achieved
• To represent the Company in a professional and competent manner at all times and develop strong working relationships with key stakeholders within the organisation and partners
• To visibly demonstrate enthusiasm and positive behaviour

QUALIFICATIONS

• Work towards the company qualification - Disciplinary and Grievance 1
• Previous experience of effectively leading a team is essential
• Strong PC literacy, with experience using FM & telephony systems
• Strong communication skills, both written and verbal
• Strong results focus
• Effective problem-solving and decision-making
• Able to motivate self and others
• Flexible approach to working hours

To apply for this role please submit your full and up to date CV to Andrew Bridges at PDA Search and Selection