Team Leader

2 weeks ago

Staffordshire, United Kingdom ISS Facility Services Full time

Key Account Network:

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Business Area: Key Account Network:

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Place of Work: Staffordshire
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Contract Type: Permanent
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Hours: 20
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Context
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We are recruiting for a Team Leader to support the Service Delivery Manager who manages a Facilities Service Desk team responsible for customer service and job delivery management in Stoke On Trent, supporting our customers, contracts and services from across the breadth of ISS's UK client portfolio.
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This role will provide exposure to a fast paced and demanding environment. The Service Delivery Manager will set clear direction for the team and ensure that service levels and KPIs are consistently met. You will work as part of a team ensuring delivery of the whole service and positively contributing towards achievement of service level, performance and deadlines across shifts and contracts.
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Key Responsibilities
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Achieve contractual and business KPI's and targets:

  • Follow procedures to identify the best course of action for the customer and the company:

  • Provide induction and technical training for all team members and liaise with Service Delivery Manager for additional training:
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Monitor and review staff performance using coaching skills to drive success:


  • Manage teams effectively through change:
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Advise Service Delivery Manager of any potential disciplinary issues as and when issues arise:


  • Manage client relationship and expectations and attend progress meetings, deputising for the Service Delivery Manager as required:
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Take ownership of Health & Safety for self and others at work:


  • Ensure all Health & Safety procedures are followed and encourage safe working practices at all times:
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Ensure that all tasks are carried out in accordance with the specification and process:


  • Ensure staff understand and work to task schedules:
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Ensure the effective use of equipment and materials:


  • Receive, take ownership and escalate where necessary any service failures or Customer complaints:
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Ensure effective rostering to achieve SLA adherence and that team members are working the correct hours
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Professional and personal competencies/qualifications
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Customer focused ethos with a "Can do and does" attitude:

  • Excellent people communication skills with the ability to manage and develop positive relationships with customers, colleagues and stakeholders:

  • People focused with a caring and approachable attitude that encourages team collaboration and advice sharing:
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Thrives in an environment with the expectation of raised standards of performance and where others can be guided in proposing new ideas:


  • Has delivered high quality and consistent performance and standards in customer service delivery:
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Has experience of delivering against customer and business KPIs and SLAs:


  • Ensures the safety and wellbeing of themselves, their team and colleagues:
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Demonstrables the ability to monitor and respond to short term work volume variations and ensure team rostering is flexed to meet the demand:


  • Has experience of supervising the work of others and allocating tasks based on technical specialisms
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ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience. Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it's hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people. We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace
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If you have any further queries regarding this role, please contact the Resourcing Team on
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Please click on the following link for more information on this role:***
ISS is proud to be a diverse and inclusive employer.
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ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste) religion or belief, sex, sexual orientation or educational background.
*****Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.

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