Reactive Team Lead

3 weeks ago

Fareham, 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.

**Job objectives and responsibilities**
- **Manage, Lead, support and coach the Reactive Service Desk (Planning and Access), displaying role model behaviour**:

- **Show clear ability to jeopardy and incident manage the Reactive team to meet contract expectations.**:

- **Ensure that your team adhere to the task management process in an accurate and timely manner, in accordance with agreed Customer SLA's and business procedures**:

- **Ensure that your team is fully conversant and compliant with all service desk processes, which support the above**:

- **Drive and motivate a team that exceeds customer expectations and delivers a first class customer service**:

- **Champion Customer Service**:

- **Promote Mitie Values in a high performance team**:

- **Recognise financial and commercial implications of team behaviour and process, taking appropriate action**:

- **Promote Compliance**

**Main duties**
- **Promote accountability in all team members, developing a thorough understanding of commercials**:

- **Support the Service Desk to ensure day to day management of relevant employees including conduct, performance, attendance and capability; Taking the necessary and appropriate actions to address**:

- **any inappropriate behaviour or low standards, with support and advice from HR, adhering to all HR policies**:

- **Indorse a customer first attitude, understanding the customers needs and liaising with account management and teams**:

- **Statistical analysis to ensure that our service commitments meet or exceed contracted commitments within the business operational criteria**:

- **Drive a high performance culture through performance management and continuous improvement using the foundations of Planning Principles**:

- **Guarantee all team members have received and understood training for their role, providing re-fresher training, identifying gaps and actioning**:

- **Understand and comply with policies and procedures**:

- **Undertake additional duties in line with capabilities as required**:

- **Advocate for business change and **transformation**

**Person specification**
- **Experience working in a busy reactive and planned facilities management environment**:

- **Knowledge and understanding of Compliance and Planned maintenance**:

- **Commercially astute, used to a contract operating environment with SLA's and KPI's**:

- **Enthusiasm to be leader in a growing and customer focused environment**:

- **Can demonstrate good leadership skills with excellent communications and organisational abilities**:

- **Knowledge of Maximo and Click**:

- **Ability to coach and motivate a service desk team to provide the best customer service whilst operating within defined contract terms and processes**

**Note**

This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.
- Job Overview- X

**Main Duties**
- X
- What we are looking for- X

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