Lead Team Administrator

3 weeks ago

Birmingham, Birmingham, United Kingdom National Car Parks Limited Full time

We are excited to present an opportunity for a Senior Facilities Operations Coordinator to oversee our operations.

This position is primarily office-based and will report to the Senior Facilities Manager. You will be responsible for managing a team in the UK, along with a group of remote administrators, ensuring that all facilities management tasks are executed within the company's contractual SLAs and KPIs.

Your role is vital within the broader facilities management framework, as you will oversee all processes for your Helpdesk team, taking full accountability for performance and contributing significantly to reporting and month-end performance evaluations.

Your leadership will be crucial in ensuring your team responds effectively to requests, managing both reactive and planned preventative maintenance tasks while adhering to compliance and legal standards.

Key Responsibilities:

  • Oversee the complete onboarding process for contractors.
  • Coordinate daily administrative resources for the team.
  • Lead the team to ensure adherence to all relevant regulations, policies, and procedures related to facilities management.
  • Conduct regular assessments of all processes to uphold company standards.
  • Engage with key stakeholders and collaborate with other business areas.
  • Coach, develop, and inspire team members, ensuring training and development plans are established; exemplify and promote a culture of collaboration.
  • Manage and enhance all activities within the team, including pipeline management, task prioritization, work allocation, service levels, productivity, and quality.
  • Ensure effective workflow and service delivery for all contractors.
  • Identify and resolve workflow blockages to enable team members to perform their duties efficiently.
  • Build and maintain strong relationships with both internal and external stakeholders.
  • Act as a point of escalation for complex client matters, ensuring timely and appropriate resolutions.
  • Provide monthly rotas to ensure comprehensive help desk coverage.

Qualifications and Skills:

  • Proven experience in a supervisory or team leader role within a facilities management contact center environment.
  • Background in front-line customer service.
  • Experience in generating reports for management.
  • Strong ability to prioritize tasks effectively, especially under pressure.
  • Excellent written and verbal communication skills.
  • Ability to communicate proficiently with managers at all levels of the organization.
  • Capability to distill complex information into relevant insights.
  • Familiarity with case management or service management systems, IT helpdesk systems, and/or CRM systems.
  • Facilities management experience or transferable skills are advantageous.

What We Offer:

  • Generous leave benefits: 33 days of leave annually (including bank holidays).
  • Birthday bonus: Enjoy an extra day off to celebrate your special day.
  • Reward and recognition program: Your contributions will be acknowledged.
  • Perk scheme: Discounts at various retailers.
  • Free or discounted parking options.
  • Cycle to Work Scheme: Financial support for purchasing a new bike.
  • Company pension plan: Secure your future with us.
  • Death in service benefit: Providing peace of mind.
  • Employee assistance program: We prioritize your well-being.
  • Work-life balance: Enjoy a supportive work environment.
  • Continuous development: Access to ongoing training and development opportunities.

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