Senior Service Delivery & Contracts Lead

Lancer Scott Ltd.; West of England; On-site; GBP 34,000 - 52,000; Full time

Job summary

Lancer Scott Ltd. in Bristol seeks a Service Delivery Team Supervisor to oversee one of our Contract Support Teams, ensuring excellent customer service for clients, Account Managers and the supply chain. You will focus on daily performance against SLAs, KPIs and targets.

Key duties include supervising calls and CAFM data, coaching team members, conducting monthly 1:1s, and reporting team stats. You will collaborate with the Head of Service Delivery and other stakeholders to meet contract

Qualifications

• Experience in a call centre/helpdesk environment.
• Experience mentoring, coaching, training and developing team members.
• Knowledge of provision of Facilities Management Services and what this entails.
• Well developed communication skills and able to work collaboratively with a range of stakeholders.
• Good analytical ability with a commercial mindset.
• Confident user of different systems and comfortable working with large datasets and pulling reports.
• A flexible and adaptable approach to work, and able to make sound decisions regarding priorities.

Responsibilities

• Accountable for the effective supervision of your Service Delivery Team, ensuring calls are answered, calls logged accurately and promptly within timescale set, that all information held within our internal CAFM system is correct, procedures are written and that the processes are followed.
• Conduct regular call monitoring to assess quality and provide feedback and coaching
• Analyse call handling performance and productivity and take action to resolve any issues.
• Ensure you're your team are meeting / exceeding contract requirements, and manage expectations and timelines for the customer and all internal stakeholders if timelines are going to slip.
• Conduct monthly 1:1s, mentoring team members, targets & objective setting and absence management.
• Complete checks to ensure accuracy of tasks and real time position, reporting on Team stats and targets set by Head of Service Delivery.
• Prioritise daily tasks and raise any concerns with the Head of Service Delivery - Acting as a point of escalation.
• Highlight client concerns or potential delays to the Head of Service Delivery / Account Mangers.
• Provide support on analysing and managing customer support issues via telephone/email where required.
• Ensure you have a clear understanding of the services we provide for our clients in all aspects relating to work order management.
• Assist Account Managers / Contracts Managers to provide support with tracking and closing individual cases as and when the business requires.

Skills

Call centre experience

Mentoring

Facilities management knowledge

Communication skills

Analytical thinking

Data reporting

Adaptability

Tools

CAFM system

Job description

Lancer Scott Ltd. in Bristol seeks a Service Delivery Team Supervisor to oversee one of our Contract Support Teams, ensuring excellent customer service for clients, Account Managers and the supply chain. You will focus on daily performance against SLAs, KPIs and targets.

Key duties include supervising calls and CAFM data, coaching team members, conducting monthly 1:1s, and reporting team stats. You will collaborate with the Head of Service Delivery and other stakeholders to meet contract