Service Delivery Team Leader

2 weeks ago

Birmingham, Birmingham, United Kingdom Mitie Full time
Position overview


Working within Central Government & Defence Operations Helpdesk, in a fast paced and challenging environment providing Facilities Management support and Customer Service 24/7, 365 days per year.

Through robust and effective coaching, mentoring, development and quality management, the Team Leader will lead and motivate a team to deliver the exceptional every day.


  • Lead a team of people in a customerfocused environment to ensure that they deliver excellent customer service and meet business objectives.
  • Effectively manage people performance and behaviours to support the team to make this a great place to work, assisting them to deliver their objectives.
  • Develop and train our people in line with their individual aspirations and internal agreed policies and procedures, supporting them to achieve their potential and ensuring they are competent in their role.
  • Work as part of a team responsible for the fulfilment of contractual obligations for specific Central Government and Defence accounts ensuring that agreed service levels, performance measures and compliance standards are met.
  • Liaise and collaborate with our people, internal departments, customers, operational staff and support functions to resolve queries and issues to assist with the smoothrunning of the Helpdesk.
  • Seize all opportunities to engage with our people and improve working practices, sharing best practice across the Helpdesk teams to enhance the employee experience as part of the wider leadership team.
Main Duties

  • Plan and organise the team to cover operational hours and ensure that there is sufficient resource to meet the customer requirements, being able to respond in real time and planning in advance.
  • Make sure that work is fairly distributed across the team in order to optimise team performance and our people have the correct training, tools and equipment in order for them to carry out their role.
  • Maintain open and clear communications with our people, internal and external stakeholders and senior management to foster great working relationships and strengthen Mitie's relationship with the customer and supply chain.
  • Ensure that all customer contacts are dealt with professionally, taking ownership to ensure effective and timely resolution and supporting complaint resolution where issues arise.
  • Responsible for making sure that all customer requests are responded to within specific contractual or procedural timescales in order to meet agreed Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
  • Responsible for making sure that all jobs are accurately recorded (raised, assigned, progressed and completed) within the Helpdesk system accordingly and within agreed SLAs, ensuring that the jobs are subsequently managed in the most efficient and effective way.
  • Keep up to date with relevant policies, procedures and working practices making sure that they are adhered to and that the team are compliant for audit purposes.
  • Be commercially and financially aware of relevant Contractual obligations proactively identifying areas for improvement and understanding and avoiding any errors that may have a detrimental impact.
  • Responsible for making sure that purchase orders raised by the team are in line with the approvals process.
  • Utilise Management Information (MI) reports by analysing the data in order to:
  • manage the team performance.
- support the service delivery to the account / client.

  • Ensure that engineer attendance is monitored daily in order to identify potential risks to job completion within SLA.
Person Specification

  • Experience of leading and motivating a team, preferably within a customer service or helpdesk / call centre environment.
  • Experience of working within a target driven role, or highpressure customer focused environment.
  • Proven ability to build an effective and cohesive team, taking ownership for own and team performance and maintaining a positive attitude at all times.
  • Strong team player cooperative and willing to assist others but with the ability to show own initiative.
  • Constantly think and act in a positive and constructive way, leading by example and putting the customer at the heart of everything.
  • Confident user of IT systems, including proficiency in MS word, MS Excel and MS PowerPoint and comfortable with numerical reasoning.
  • Well organised, driven and flexible with the ability to multitask, prioritise and manage competing demands to deliver tasks on time.
  • Takes ownership and shows resilience in the face of setbacks or pressure.
  • Displays a 'can do' attitude to challenges that the team face, taking a logical and commonsense approach, always considering what is the right thing to do in a given situation.
  • Solutions oriented, providing proposed resolutions, taking ownership to fix problems and putting measures in place to prevent recurrence.
  • Skilful in resolving difficult and complex customer issues and complaints.
  • Strategic thinker, c

  • Service Delivery Team Leader

    2 weeks ago

    Birmingham, Birmingham, United Kingdom Engineius Vehicle Movement Exchange UK LTD Full time

    Service Delivery Team LeaderBirminghamAbout EngineiusEngineius' goal is simple: to make vehicle movement easy. We are on our way to creating the leading end to end movement solution in the UK for our customers (such as Hertz and The AA), delivered by our network of 600+ drivers and transport agents across the UK.Since going live in 2018 we have acquired over...

  • Patient Services Team Leader

    2 weeks ago

    Birmingham, Birmingham, United Kingdom HealthHarmonie Full time

    Patient Services Team Leader:HealthHarmonie Ltd, Birmingham, England, United Kingdom**Patient Services Team LeaderThe role of Patient Services Team Leader has been established to support the Patient Services Manager in the delivery of key team objectives as well as coaching and mentoring the administrators in this team to be able to meet agreed...

  • Delivery Team Leader

    2 weeks ago

    Birmingham, Birmingham, United Kingdom Beatfreeks Full time

    As Delivery Team Lead, your role will be to:Oversee the quality of all projects being delivered by Beatfreeks, as well as our National Youth Trend subscription product Manage the Delivery Team (specifically, Futurists, Project Managers and Designers) Ensure delivery processes are efficient and fit for purpose, and are being used and adopted consistently...

  • Customer Services Team Leader

    2 weeks ago

    Birmingham, Birmingham, United Kingdom Concept Housing Association Full time

    Customer Services Team LeaderBirmingham£25,000 to £27,100Full Time, PermanentDo you pride yourself on providing a great customer experience? If you are passionate about making a real difference then this could be the role for youWe now have a new and exciting opportunity for a Customer Service Team Leader to join us to manage our brand new Customer Service...

  • Team Leader

    2 weeks ago

    Birmingham, Birmingham, United Kingdom Kelso Care Full time

    Kelso Care ConsortiumJob Description: Team Leader Supported Living ServicesROLE SUMMARYWorking within Kelso Cares Supported Living Service, helping ensure quality Support and care to those who use our services.Acting as the First line of management to your colleagues and supporting senior managers to ensure the effective, safe, and responsive delivery of...

  • Team Leader

    2 weeks ago

    Birmingham, Birmingham, United Kingdom Oakleaf Recruitment Full time

    Job title: Team LeaderLocation: Apna House, 6 Park Avenue, Birmingham B18 5NERate Of Pay: £12.50 per hourShift Patterns:40hrs Per Week, Permanent, Days, 8am to 8pm shifts, alternative weekendsInformation about the Role:Working as a Care Team Leader at Apna House your duties will include the following:Supervise and inspire a team of dedicated Support...

  • Team Leader

    2 weeks ago

    Birmingham, Birmingham, United Kingdom Williams Lea Full time

    Team Leader - URGENT£23,500Birmingham (B1) - full time hours per weekWilliams Lea is the leading global provider of skilled business-critical support services to financial, legal and professional services firms.The Team Leader is responsible for the shift operational performance on the site. Effectively managing the shifts operational activities (H&S, goods...

  • Training & Development Leader

    2 weeks ago

    Birmingham, Birmingham, United Kingdom Birmingham Voluntary Service Council Full time £26,562

    We are recruiting a Team Leader to assist in supervising and leading the team to fulfil our charities aims and objectives.Job Title: Team Leader Responsible to: Chief Executive / Service Manager Hours: 36.5 hours per week Monday to Friday Salary: £26,562 annual salary Job Purpose:To manage, develop and deliver a range of projects within the service...

  • Team Leader

    2 weeks ago

    Birmingham, Birmingham, United Kingdom Environment Agency Full time

    Number of jobs available- - Region- East Midlands, West Midlands City/Town Birmingham, Lincoln, Nottingham, Shrewsbury Grade Staff Grade Post Type Permanent Working Pattern Full Time Role Type Estates Salary Minimum £47,64 Job description We have a fantastic opportunity to join Estates leadership group, as an Estates Team Leader in the Central Hub.If you...

  • Team Leader

    2 weeks ago

    Birmingham, Birmingham, United Kingdom Change Grow Live Full time

    Overview: We're looking for an dynamic Team Leader to join our busy and vibrant Drugs and Alcohol team within the Birmingham Change Grow Live Service to make a change to the lives of people who use our service. The role will be based in Newtown, Birmingham covering the Central and West region.What we can do for you:We offer a wide range of generous benefits...

  • Services/Operations Team Leader

    1 month ago

    Birmingham, Birmingham, United Kingdom Jumar Solutions Full time

    Services Team Leader/Operations Team LeaderOnsite requirement - flexible but anticipated 2-3 days per week in Birmingham office£500 - £550 per day - Inside IR35June 2024 start - Contract will run until 18th September 2024Our leading services client in the Midlands is recruiting for an accomplished, Services Team Leader/Operations Team Leader with strong...

  • Operations Team Leader

    2 weeks ago

    Birmingham, Birmingham, United Kingdom Elitep Full time

    Our client based the NEC in Birmingham are expanding their operation and are looking to recruit a Team Leader in their Operations Department.The Operations Team Leader will work alongside the Operations Manager and will be responsible for a regional team.Your main duties will be to lead a team of operations staff ensuring all training and KPI's are...

  • Team Leader

    2 weeks ago

    Birmingham, Birmingham, United Kingdom Kier Group Full time

    Team LeaderWe're looking for a Team Leader to join our Transportation team based in Birmingham.Within this role, you can enjoy a fantastic, matched pension scheme, 24/7 virtual GP service for you and your family, a competitive annual holiday entitlement, with opportunities to buy/sell leave and even more.Can you envision a world without transportation links...

  • Cancer MDT Team Leader

    1 month ago

    Birmingham, Birmingham, United Kingdom NHS (National Health Service) Full time

    An exciting opportunity has arisen within the Cancer Services team at Birmingham Children's Hospital for a Cancer MDT Team Leader. As an integral part of the Cancer Services team, you will provide support and leadership to the paediatric MDT and cancer data management function, ensuring all MDTs run smoothly and be responsible for all aspects of mandated...

  • Team Leader

    2 weeks ago

    Birmingham, Birmingham, United Kingdom Williams Lea Full time

    Team Leader - URGENT£23,500Birmingham (B1) - full time hours per weekWilliams Lea is the leading global provider of skilled business-critical support services to financial, legal and professional services firms.The Team Leader is responsible for the shift operational performance on the site. Effectively managing the shifts operational activities (H&S, goods...

  • Team Leader

    1 month ago

    Birmingham, Birmingham, United Kingdom Birmingham Irish Association Full time

    Job Title: Team LeaderResponsible to: Chief Executive / Service ManagerJob Purpose:To manage, develop and deliver a range of projects within the service portfolio through effective management of the staff teams To build effective working relationships with commissioners and other relevant stakeholders To support the development and implementation of the...

  • Team Leader

    2 weeks ago

    Birmingham, Birmingham, United Kingdom Hymans Robertson LLP Full time

    Role Summary:This role is in the busy and dynamic Data Journey team which is a joint venture between our Third Party Administration, Insights & Analytics, and Actuarial Private business units.The Team Leader leads a team that are focussed on delivering Data Journey projects. The team will be involved in de-risking activities, data analysis, benefit...

  • Mechanical Maintenance Team Leader

    2 weeks ago

    Birmingham, Birmingham, United Kingdom Service Care Solutions Full time

    My client is an established and highly reputable manufacturing business based in the heart of the West Midlands. Established over 100 years ago their products are sold into a variety of industry sectors on a global scale.They are now looking to recruit an experienced andApprentice TrainedMechanical Maintenance Supervisor / Team Leader to lead a team of...

  • Technology Service Desk Team Leader

    2 weeks ago

    Birmingham, Birmingham, United Kingdom The Works Stores PLC Full time

    LocationHybrid: 3-4 days in the office/Support Centre on Hams Hall Distribution Park, Coleshill.Why The Works?We don't just sell products. We inspire reading, learning, creativity and play.You sell the paint that turns someone into an artist. You provide the book that unleashes an inner author. You supply the games that help bring families together. You give...

  • Divisional Central Services Team Leader

    2 weeks ago

    Birmingham, Birmingham, United Kingdom Modality Partnership Full time

    Modality Partnership Birmingham Division has full time vacancy for a Divisional Central Services Team Leader. The postholder will work from Enki Medical Practice, or cross sites when required within the Birmingham Division.Providing leadership for the Medical Secretaries, (HR non clinical responsibilities for ARRS roles), Care Coordinators, Social...