Customer Service Team Leader

**Position Overview**

Mitie is an international support services, construction and equipment services company. We work with public and private sector clients in more than 40 countries, and have a workforce of circa 68,000 people worldwide. As a leader in developing and delivering desirable outcomes for our clients, we aim to be a great place to work for our employees where everything we do is shaped by our core values.

We are industry leading experts, working with our clients to create and develop smarter, more sustainable and unique solutions using advanced systems and processes. Health and Safety is at the heart of everything we do, and with our expertise and knowledge we will keep our clients' businesses and people better protected, whilst priding ourselves on a local approach backed by a substantial support network.

The Customer Operations Centre in T2 is part of Support Serves driving delivery across Mitie, which provides customer service and facilities management support to customers 24 hours a day, 365 days a year. We are committed to developing our staff through a culture of continuous learning and engagement and strive for an environment which demonstrates our commitment to the personal and professional growth of our employees.

Working as a Team Leader within the Customer Operations Centre you will be a central point of contact for customers and operational colleagues in the raising, allocation and completion of jobs. You're role will be to take full ownership of each customer request and know how to come up with the best solution in fast paced environment. Your excellent communication skills and service delivery will demonstrate a high level of accuracy and customer focus. You will have the opportunity to demonstrate your excellent customer service skills through range of access channels.

Working in a fast paced and challenging environment, with direct support from the Leadership Team and a wider customer operations network, you will have autonomy and responsibility to provide a first contact solution which meets our client's needs.

This is an exciting opportunity to join our team to work in our spacious modern offices which are a 5-minute walk from Birmingham International Train Station. Hours of working are Monday to Friday between 7am and 7pm.

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**Responsibilities** -**
- Manage and develop a team capable of delivering consistent service excellence.
- Ensure all customer contacts are dealt with in SLA and in line with standard processes
- Be prepared to manage the BBC Client and work-streams ensuring that client requirements are delivered to the required standards
- Equip the team to deliver a first time resolution through the use of tools, coaching/training and real-time feedback
- Deliver an outstanding customer experience by responding, taking ownership and managing stakeholder queries to a resolution in a professional and timely manner
- Improve service standards to reduce the volume of complaints whilst demonstrating the ability to deal with all complaints professionally and efficiently
- Deliver real time people management to improve the daily performance of the team and service delivery identifying opportunities for continual improvement
- Completion of Quality Monitoring and real time feedback for Team Members working alongside the Quality & Compliance Team.
- Effective people management to include 121's, PDR's, Absence Management, Performance Management, Development and Team Succession, Recruitment, Payroll, Resource Planning, 12 week plans/Induction
- Demonstrate a proactive approach to work order management, providing regular updates to key stakeholder and ensuring work is completed to the required standards within SLA
- Actively monitor open work orders ensuring appropriate action is taken to complete work within SLA.
- Accurately record all actions taken to manage active customer requests, ensuring that a full audit trail can be viewed at any time within the relevant CAFM (maximo) system for the contract.
- Build effective relationships with engineers and suppliers to drive performance, escalate issues in a timely manner and reduce financial penalties on the account.
- Review and analyse statistical information and performance reports to drive performance across the team in line with contractual KPI's
- Run regular reports to gather data insight and drive continuous improvement
- Produce ad-hoc reports at the request of the client/account team
- Demonstrate effective time management and communication by adapting approach, ensuring expectations are managed and agreed timeframes are met
- Show initiative, demonstrate independent thinking and use problem solving techniques to minimise the impact of operational challenges
- Attend meetings to represent the helpdesk team, for example with suppliers, client teams or internal colleagues
- Lead by example in the use of best practice of the company's standards, values and behaviours.
- Use a range of systems such as Eden, TBS, Max