FST Team Leader

Citation Ltd.; Wilmslow; On-site; GBP 35,000 - 45,000; Full time

Job summary

A dynamic service organization in the UK is seeking a proactive Team Leader to manage its Field Support team. This role involves leading, motivating, and coaching a team to ensure exceptional client service and efficient operations. Responsibilities include scheduling, performance monitoring, and facilitating process improvements, making it ideal for someone with strong communication and organizational skills. The company offers generous perks including 25 days of holiday, birthday leave, and healthcare plans.

Benefits

25 Days of Holiday + Bank holidays

Birthday Leave

Extra holiday for newlyweds

Vouchers for expectant parents

Healthcare cash plan

Pawternity Leave

Community Days

Qualifications

• Ability to inspire and manage a team effectively.
• Strong organizational skills with attention to detail.
• Proficient in using data to drive performance and decisions.

Responsibilities

• Lead and inspire a team of planners and coordinators.
• Manage daily scheduling and resource planning.
• Monitor team KPIs to ensure service level targets are met.
• Collaborate with consultants and stakeholders for efficient operations.
• Identify opportunities for process improvements.
• Coordinate and optimize Consultant diaries.

Skills

Confident communicator

Organised and calm under pressure

Problem-solving skills

Data-informed decision-making

Tools

Salesforce Field Service

Job description

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Are you a natural organiser with a passion for leading teams and making things happen? Do you thrive in a fast-paced environment where no two days are the same? If so, this could be the perfect next step in your career.

We’re on the hunt for a proactive, energetic, and people-focused Team Leader to head up our Field Support team. This team plays a crucial role in our business, they’re the ones behind the scenes making sure our consultants are in the right place, at the right time, delivering outstanding service to our clients. You’ll be their guide, coach, and biggest cheerleader, ensuring we keep everything running like clockwork.

What you’ll be doing:

• Leading with purpose: You’ll manage and inspire a brilliant team of planners and coordinators, helping them grow, hit their goals, and feel valued.
• Keeping us moving: From daily scheduling to resource planning, you’ll ensure our field teams are where they need to be – all while keeping productivity high and client service exceptional.
• Performance focused: You’ll monitor team KPIs and make sure we’re hitting service level targets, every time.
• Cross-team collaboration: You’ll work closely with consultants and senior stakeholders to keep our operations aligned and efficient.
• Driving improvements: You’ll spot opportunities to streamline our processes and make things better – for our people and our customers.
• Tech-savvy coordination: Using Salesforce Field Service, you’ll keep appointments on track, monitor team performance, and manage resource allocation.
• Championing people: From regular 1-1s and team meetings to performance reviews, you’ll build a strong, motivated team that’s proud of what they do.
• Supporting change: Whether it’s a new tech rollout or a service transformation project, you’ll be right there leading the way and getting your team on board.
• Coordinate and optimise Consultant diaries by booking client visits, minimising travel time, rebooking cancellations, and ensuring service agreements and KPIs are met.
• Support effective communication and reporting by managing Consultant queries, liaising with internal teams, and generating accurate MI and visit-related reports.

What we’re looking for:

• You’re a confident communicator who thrives on getting the best out of people.
• Organised, calm under pressure, and brilliant at juggling priorities – you keep things running smoothly, no matter how busy it gets.
• You’ve got a strong eye for detail, love solving problems, and always put the customer first.
• You’re confident working with data and using it to inform decisions and drive performance.

Here’s a taste of the perks we roll out for our extraordinary team members:

• 25 Days of Holiday + Bank holidays: We’re talking sun-soaked beaches, snow-capped mountains, or simply your favourite cosy spot at home. Take your well-deserved break with 25 days of holiday, plus those cherished bank holidays.
• Birthday Bliss: Your birthday isn’t just another day on the calendar; it’s YOUR day! Enjoy it in style with a day off, because at Citation, we believe in celebrating YOU.
• Post-Wedding Bliss: Newlyweds, we’ve got something special for you too! Extra weeks of holiday to bask in the glow of post-wedding happiness.
• Growing Families: We’re all about supporting our Citation family, and that includes expectant parents. Vouchers and special perks await to celebrate the newest addition to your family.
• Healthcare cash plan: Your well-being is our priority. That’s why we offer private healthcare to ensure your peace of mind and keep you feeling your best.
• Pawternity Leave: Welcoming a new furry friend? Enjoy a day off on us to give your new cat or dog the ultimate welcome home experience!
• Community Days: Looking to give back? Take a day off to volunteer and make a positive impact in your community or support your favourite charities.