Customer Service Team Leader

2 weeks ago


Glasgow, United Kingdom Perfect Career Full time

**Position: Customer Service Team Leader (backshift)**

**Salary: £24,200.00 per annum**

**Location: Glasgow / Working from Home**

**Hours: 37.5 hours per week - shifts 12:00pm - 10pm**

Leader role on behalf of our client ‘CITY FM. City FM was established in 1985 and the company has grown to become one of the world’s largest privately held, integrated FM companies.

City has a unique business model and for over 30 years has provided leading maintenance, engineering, technical procurement & support in dedicated partnerships with National Blue Chip companies. City also has a global presence with offices in the UK, Europe, North America, Malaysia, Singapore, Hong Kong and Australia.

The culture and values of City are shaped by being a family business with people at the heart of what they do. The business has ambitious growth plans and is keen to attract people who are passionate about delivering great standards and service to customers. In return you will receive a competitive salary and benefits package, industry leading Induction and training through our City & Guilds training academy and the opportunity to develop and progress is only limited by your own ambition.

**JOB PURPOSE**

The Helpdesk Team Leader role is to effectively lead a team of operators, ensuring the provision of and smooth-running facilities management service to partner stores in line with agreed KPI’s and SLA’s.

**RESPONSIBILITIES**
- Manage team daily performance ensuring action taken as required and any follow up required is carried out in a timely manner
- Monitor new screen and wallboard to ensure delivery of KPI’s, also ensuring delivery of KPI’s are prioritised above Admin duties
- Conduct monthly, documented, 1-2-1’s and team meetings
- Mentor and lead senior operators to ensure then can step up and support you in all aspects of the team leader role
- Conduct return to work and disciplinary meetings (disciplinary meetings can only be conducted following successful completion of the company Disciplinary and Grievance 1 training course)
- Assist Supervisors daily and familiarise yourself with their duties
- Develop and motivate team members promoting City values
- Reward and recognise good performance
- Attend field cell Meetings when possible
- Support team members to ensure individual and team KPIs are achieved
- To represent the Company in a professional and competent manner at all times and develop strong working relationships with key stakeholders within the organisation and partners
- To visibly demonstrate enthusiasm and positive behaviour
- To own and display company values, respect and value others and work as one team

**QUALIFICATIONS**
- Work towards the company qualification - Disciplinary and Grievance 1
- Previous experience of effectively leading a team is essential
- Strong PC literacy, with experience using FM & telephony systems
- Strong communication skills, both written and verbal
- Strong results focus
- Effective problem-solving and decision-making
- Able to motivate self and others
- Flexible approach to working hours

**Job Types**: Full-time, Permanent

**Salary**: Up to £24,200.00 per year

Schedule:

- Monday to Friday

Work Location: In person

Reference ID: Customer Service Team Leader (backshift) - Glasgow



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