Customer Service Team Leader

6 days ago

Birmingham, United Kingdom Mitie Full time

Mitie was founded in 1987, Mitie is the UK’s leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has over 77,000 people, 100+ office locations, and thousands of customers across the country, there’s no limit to what you can achieve if you work for us.

**Company name**:

Mitie Central Government & Defence Helpdesk

**Job Title**:
**Customer Service Team Leader
**Reporting to (position)**
Customer Service Operations Manager

**Our values and behaviours**

Delivering the exceptional, every day
- **Our purpose**: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
- **Our promise to our people**: a place to work where you can thrive and be your best every day.
- **Our promise to our customers**: a trusted partner creating exceptional environments for your customers and people, adding value every day.
- **Our culture - our core values and how we behave**:

- **We are one Mitie**:we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.
- **We are built on integrity and trust**:integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.
- **We go the extra mile**:whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
- **Our diversity makes us stronger**:we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
- **Our customers' business, is our business**:we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.

**Job objectives and responsibilities**

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 customer-focused 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 smooth-running 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,

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