Team Leader

SCCI Alphatrack Ltd; Harlow; On-site; GBP 35,000 - 48,000; Full time

Job summary

SCCI Alphatrack Ltd is seeking a Business Services Team Leader to supervise Administrators, ensure service delivery, and provide KPI reporting for customer satisfaction.

The role requires liaising with Contract and Engineering Teams, maintaining portal real-time KPIs, and ensuring SLAs are met across contracts with strong leadership and process improvement focus.

Qualifications

• Experience in a customer service or operational service delivery role at team leader or supervisory level.
• Scheduling, reporting and/or analytical responsibility in a similar industry.
• Experience in high-volume internal and external relationship management.
• Excellent communication skills (verbal and written) with remote contacts and the ability to negotiate and influence effectively.
• Strong IT skills including Excel, Outlook and Word; database management.
• Knowledge of Tesseract would be advantageous.

Responsibilities

• Lead a team of Administrators, provide guidance and monitor performance.
• Liaise with Contract and Engineering Teams; deliver daily reporting including contract performance and scheduling.
• Ensure customer service excellence through professional phone and written communication.
• Develop and maintain relationships with engineering teams.
• Oversee contract administration from receipt to close within SLAs.
• Escalate service delivery issues to Business Services and Contract Management teams after scheduling.
• Manage customer portal interface in real time for KPI reporting.
• Coordinate engineer availability daily/weekly to ensure staffing.
• Manage team holidays, sickness, performance and probation reviews.
• Analyze data for team allocation and KPI performance; implement corrective actions.

Skills

Customer service leadership

Call / contact centre experience

Scheduling

Reporting

Stakeholder management

Communication skills

Excel / IT skills

Contract management awareness

Tools

Tesseract

Job description

Role Overview

The Business Services Team Leader has excellent customer service, planning and organisational skills fulfilling the role of a Team Leader to a high level; is responsible for the daily leadership, work instruction, communication, target setting and direction of the team; liaises closely with the other Business Services teams to ensure Service and Maintenance is delivered to time, cost effectively, to quality standards and customer KPI requirements; supports the Head of Business Services with the identification and implementation of continuous improvement measures across the department and wider business.

Main Purpose

• To lead a team of Administrators providing clear communication around service needs, detailing timescales and KPI reporting, to follow-up and check individual and team performance; provide support and guidance when required to deliver the overall team and departmental performance.
• Accountable for liaising with Contract and Engineering Teams and delivering daily reporting requirements of the team including Contract performance, Engineer diary scheduling, updating reports to Tesseract & Portals etc.
• Accountable for delivering Customer service excellence at all times through professional telephone manner and written correspondence with customers and residents.
• Responsible for developing and maintaining excellent working relationships with the engineering teams at all times.
• Overall accountability for the teams allocated contract administration from receipt to conclusion within agreed timescales and customer SLAs– addressing issues arising with engineers as necessary with the applicable Contract Manager.
• Overseeing and escalating contracted service delivery issues to the Business Services and Contract Management Teams once satisfied the Administrator has undertaken all aspects of customer call and engineer scheduling to standard within timescales.
• Overall responsibility for the allocated contracts customer portal interface in ‘real time’ to provide customer confidence, satisfaction and accurate Portal KPIs for Contract Manager customer meetings, based on the Administrators system processing.
• Liaison and supervision of the remedial and planned maintenance central processes for all contracts in remit, from the point of receipt undertaken through to review, action and Tesseract/Portal closure, through the team.
• Responsible for sourcing, review and allocation of Engineer availability daily/weekly ahead of the following day to ensure all Engineering staff are available to reduce any risk to achieving job allocation.
• Responsible for the Team administration and management of holidays, sickness absence, performance and probationary reviews for their team.
• Analyse the data for the team work allocation, performance monitoring and KPI achievement, implementing corrective actions where necessary.

Key Skills / Knowledge

• A previous Customer Service or operational service delivery role at Team Leader or Supervisory level held in a Call / Contact centre environment preferred.
• Similar industry experience preferred with scheduling, reporting and / or previous analytical responsibility.
• Previous high volume internal and external relationship management an advantage.
• Excellent communication skills (verbal and written) especially with remote points of contact and the ability to negotiate and influence effectively.
• Excellent IT skills including Excel, Outlook, Word and database management
• Strong financial awareness acquired in a contract management or service delivery arena preferred.
• Excellent organisation skills and document management essential.
• Knowledge of Tesseract would be advantageous