Service Delivery Team Leader

5 days ago

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 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, 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 high-pressure 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 multi-task, 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 common-sense 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

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