Scheduling Team Leader

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.

The NMN was set up in 2018 to manage all hard services PPM and reactive work for the DWP contract, due to the success of the NMN averaging 95% SLA for PPM each month and 93% Reactive SLA each month, we have been awarded significant Mitie contracts to deliver.

Within the NMN, the Service Delivery team will, using the latest scheduling software (PSO 360), manage the delivery of hard services PPM & reactive works allocated to the NMN for delivery.

The Scheduling Team Leaders will ensure that their teams provide a highly effective and efficient service to the customers of the NMN.

This role is based in our offices near Birmingham International airport and a 3 minute walk from the International train station.

**Responsibilities**
- To provide robust and effective people and team management to enable their team to meet and exceed targets and expectations.
- To manage, lead and develop a team to ensure that they satisfy the requirements of their role.
- To lead the team to achieve customer and client satisfaction by maximising first time fixes and attendances.
- To work within an integrated management structure in order to provide efficient and effective overall service.
- To identify opportunities for continual improvement to service delivery, initiating changes for the benefit of the customers and the business.
- To monitor the daily performance of the team providing timely feedback and implementing coaching and performance management measures as required.
- Taking ownership of queries and escalations, and their resolution to successful conclusions.
- Ensure that the team is able to provide the expected level of service, through training and equipment management.
- Be prepared to work on relevant contracts, projects and initiatives at short notice to support the needs of the business.
- Lead by example in the use of best practice of the company's standards, values and behaviours.

**Health and Safety Responsibilities**:

- Follow Group and company policies and procedures, at all times.
- Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery, or risk to health and safety, or the environment.
- Use all work equipment and personal PPE properly and in accordance with training received.
- Report any issues or training needs to your Line manager and /or via your divisional incident reporting system.

**What we are looking for**
- Previous experience in a similar role.
- FM experience (preferred but not essential).
- Experience managing and motivating others to enable them to succeed.
- Experience mentoring, coaching and performance managing others.
- The ability to set, agree, and monitor, objectives and targets.
- A track record of managing successful teams to deliver high quality service.
- The ability to develop and maintain positive relationships with peers, clients and third parties.
- A methodical approach to issue and escalation management and the ability to analyse and report on such effectively.
- Good communication skills enabling communication concisely but effectively with others.
- Experience working with multiple, often complex, IT systems and processes.
- The ability to make effective and balanced decisions based on information available at the time.