Senior Contract Support Lead - Multi-Site Call Centre

Arcus FM; Redditch; On-site; GBP 36,000 - 44,000; Full time

Benefits offered by this job

Salary up to £40,441

4% bonus

25 days annual leave + Bank Holidays

Group personal pension scheme

Life Assurance

Funding Training Sponsorship Scheme

Discounts, vouchers, and financial aid

Job summary

Arcus FM in Redditch is seeking an experienced Team Leader to manage a team of contract support staff and helpdesk operatives across multiple workstreams within the contract.

You will oversee performance, reporting and HR processes, ensuring health and safety compliance and delivering on commercial objectives. The role suits a strong people manager with excellent communication skills and a proven track record in FM operations and call centre delivery.

Qualifications

• Experience managing a team in a multi-site environment.
• Excellent communication and people management abilities.
• Proficient in IT skills and Microsoft Excel; PowerPoint experience desirable.

Responsibilities

• Lead a team of contract support staff and helpdesk operatives across multiple workstreams.
• Oversee delivery of commercial activities and ensure adherence to contractual requirements.
• Ensure health and safety compliance and best working practices.
• Oversee call handling and monitor task completion.
• Support the delivery team through reporting, data analysis and client reporting.
• Manage HR processes including absence, holidays, and timesheets.

Skills

People management

Communication

Admin/IT skills

Excel

PowerPoint

Data analysis

Tools

Excel

PowerPoint

Job description

Arcus FM in Redditch is seeking an experienced Team Leader to manage a team of contract support staff and helpdesk operatives across multiple workstreams within the contract.

You will oversee performance, reporting and HR processes, ensuring health and safety compliance and delivering on commercial objectives. The role suits a strong people manager with excellent communication skills and a proven track record in FM operations and call centre delivery.