Senior Team Leader

We are on the lookout for a professional, welcoming, and experienced Team Leader to join our team.

The Senior Team Leader will be assisting with the daily operational delivery and planning of the FOH team

Support the Soft Service Manager with daily task to include housekeeping, FOH, reception and switchboard.

To manage, work with the Team Leaders to deliver a professional, customer led service, compliance with all company /client policies, procedures, and contract service level agreements. To cover any absenteeism within the department. To champion best practice across all service lines within the unit and act as the driver for change in pursuit of continuous improvement.

To safely manage all daily activities and to work effectively and adhere to all Mitie and National Grid policies and procedures. Activities included, but not limited to:

• Oversee the front of house team to cover, cleaning, meeting room and event planning.
• To ensure all contracted hours are covered, absence is effectively managed and there is an effective, well organized Mitie team in place to deliver service.
• Provide induction and training to new starters and agency staff. Ensure all the team are up to date with mandatory e-learning.
• To effectively manage overtime, holidays and agency support to keep costs to a minimum and minimize disruption to front of house services.
• To ensure all team members are trained and have access to up to date; Risk Assessments and Method Statements, SSWPs and Service Level Agreements
• Maintenance of HR issues, staff rota, performance, and absence management
• Management of the audit schedules and audit findings
• Reporting to Soft Service Manager on service level, gaps in delivery, continuous improvement, occupancy, HR issues, payroll tracker and other ad-hoc reports

To enhance the customer experience by effectively carrying out a range of duties in accordance with the client service level agreement and company standards & procedures -

Health and Safety Commitments

• Health & Safety remains, above all else, our Number One Priority across the contract. Every team member accepts personal responsibility for complying with client and Mitie policy and procedures.
• Be aware always of & comply with all client & company health & safety procedures and standards e.g., COSHH, uniforms & PPE, Manual handling, Fire procedures.
• Receive, read, and understand the contents of the Employee Guide to Working with Mitie
• Complete all required mandatory E-Learning and Toolbox talks.
• To report Health and Safety issues to your manager

Customer and Client Satisfaction

• To liaise with identified stakeholders to ensure that the most accurate efficient and appropriate service is being always provided to our customers/client with a high level of customer service.
• Be customer focused and able to deal with enquiries and queries in a proactive and efficient manner ensuring customer satisfaction is always met, providing support, feedback gathering and understanding of future requirements.
• Demonstrate a 'can-do' attitude towards individual customer requests and strive to exceed customer expectations.
• To ensure the highest level of customer service and operational standards are always adhered to, across all services.
• Ensure that customer complaints are promptly dealt with, and action taken to prevent reoccurrence, to be comfortable in challenging adverse behaviours.

Operational Excellence

• Demonstrate a continuous effort to improve operations, streamline work processes, and work cooperatively and jointly to provide a positive customer service experience.
• Ensure all logged jobs within your areas of responsibility are monitored, completed, and closed in a timely manner.
• To effectively manage performance, enhance and promote talent, complete regular job chats
• Responsible for ordering of consumables across the site ensuring within budget, advising managers on cost savings & working with suppliers to ensure best price.

Personal Specification

• Is passionate about delivering excellent customer service and support services to our clients and customers working in a busy corporate environment.
• Acts with honesty and integrity.
• Share good practice with colleagues and customers.
• Exceptional interpersonal skills both in person and by phone.
• Takes the opportunity to continuously learn and grow.
• Ability to work under pressure whilst maintaining a positive professional attitude.

• Collaborating and team working - Can demonstrate commitment to colleagues, team objectives and partnership working opportunities.

• Developing productive relationships - Can build effective working relationships with a diversity of individuals and groups (e.g., senior managers, graduates) and work effectively as part of a team.

• Delivering results - Works hard, takes ownership and consistently meets or exceeds targets.

• Promoting diversity - Promotes respect for all people, recognises differing needs, expectations and challenges.

• Good personal time management skills
• Good IT skills, with knowledge of Microsoft Office Suite.

• Flexible approach to working hours and environment.

• Desired Requirements

Developing productive relationships - Can build effective working relationships with a diversity of individuals and groups (e.g., senior managers, graduates) and work effectively as part of a team.Delivering results - Works hard, takes ownership and consistently meets or exceeds targets.
- Experience of working in environments delivering excellent levels of customer care.
- NVQ Level 2 or equivalent in Customer Service.
- IOSH trained.