Service Team Leader

6 months ago

Warrington, United Kingdom Citron Hygiene Full time

Great companies start with great people

Citron is a people first organization. Which is to say, our strength comes from our teams of professionally-trained and Citron Certified Technicians. Citron Hygiene is first and foremost a service business specializing in hygiene, sanitation and disinfection services for washrooms and common areas that meet the needs of commercial establishments and property managers. At Citron Hygiene, we have created a fun, inclusive, collaborative, and team-oriented culture. All departments work together to achieve company goals, with camaraderie and respect. We are completely committed to fostering a great culture because we value our internal talent and work hard on maintaining an environment that provides opportunity to those who seek it out.

Our Service Team Leaders support with the day-to-day management of our site and/or service area. They play an important role in ensuring we deliver a high-quality service and experience to our customers.

Reporting directly into to the Service Manager, the Service Team Leader supports on ensuring the site/service area achieves ‘on time’ service delivery, operational targets and KPI’s, as well as operational efficiencies.

People management and good health and safety practices is an essential part of this role, as well as driving a high-performance team.
Key Responsibilities

Operational Support
- To ensure all operational and service delivery requirements for the site/area are fulfilled as per the issued work planner
- To support on all ‘in-flight’ work activity and any re-routing requirements outside of the work planer
- To complete the booking off process where required, debriefs with technicians and accurate reporting of services carried out for each customer
- Use judgment to identify, troubleshoot and resolve day
- to-day technical and operational problems
- To ensure all services and operational tasks are completed consistently and in line with company process and procedure
- To work in collaboration with the company Fleet Administrator and ensure all vehicle related processes are completed for your site/area
- Manage all warehouse stock to the agreed levels to ensure working stock is always available to carry out servicing

Customer Service & Quality Assurance
- To visit customer sites and complete our field quality assurance process and checks to drive high performance and increase customer satisfaction
- To deliver excellent customer service through the consistent management of our service offering including installs, repairs and removals
- To help address any customer queries or issues and ensure any operational actions are completed within the agreed S

People Management
- To manage and support on people related activity for the site or area including employee relations, recruitment, performance, team development and engagement
- Drive high performance through effective check in meetings, performance reviews and development planning
- To ensure all Hygiene Technicians are trained to high standards and have the relevant product knowledge to deliver a great service to our customers

Health & Safety
- To ensure all tasks and processes are completed on the appropriate H&S platform or system
- To ensure all team members are managing hazardous waste safely (including all relevant documentation/administration) and any other high-risk activity completed within Operations
- To ensure all site Health & Safety standards, processes and safe systems of work are maintained by all team members
- To ensure Hygiene Technicians complete daily vehicle inspections, maintain safe loads, drive vehicles safely and keep within all prevailing road traffic and transport legislation

Knowledge and Experience
Essential
- People management experience
- Experience in leading an operational/service delivery team
- Operational and/or logístical background working with KPI’s and targets
- Experience in using different systems and Microsoft software packages

Desirable
- Experience in quality management processes
- Experience in working with a varied range of internal and external stakeholders
- Knowledge of the washroom or consumable industry markets

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities throughout the recruitment process and to perform the essential functions of this position.

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