Helpdesk Team Leader

2 days ago

Glasgow, United Kingdom City Facilities Management (UK) Full time

Salary** £29,550.71 per annum**
- Location** Glasgow Head Office**
- Shift Pattern** Days**
- This is a _permanent_, _full time_ vacancy_ that will close _in 23 days_ at 23:59 BST_. _

**The Vacancy**

**Job Purpose**

The Helpdesk Team Leader role is to effectively lead a team of operators, ensuring the provision of and smooth-running facilities management service to partner stores in line with agreed KPI’s and SLA’s.

**Key Accountabilities**
- Manage team daily performance ensuring action taken as required and any follow up required is carried out in a timely manner
- Monitor new screen and wallboard to ensure delivery of KPI’s, also ensuring delivery of KPI’s are prioritised above Admin duties
- Conduct monthly, documented, 1-2-1’s and team meetings
- Mentor and lead senior operators to ensure then can step up and support you in all aspects of the team leader role
- Conduct return to work and disciplinary meetings (disciplinary meetings can only be conducted following successful completion of the City Disciplinary and Grievance 1 training course)
- Assist Supervisors daily and familiarise yourself with their duties
- Develop and motivate team members promoting City values
- Reward and recognise good performance
- Attend field cell Meetings when possible
- Support team members to ensure individual and team KPIs are achieved
- To represent the Company in a professional and competent manner at all times and develop strong working relationships with key stakeholders within City and partners
- To visibly demonstrate enthusiasm and positive behaviour
- To own and display City values, respect and value others and work as one team
- Comply with any other reasonable request or instruction from Line Managers
- To participate in Team Leader Saturday On-call Rota

**Knowledge, Skills and Abilities**
- Work towards City qualification - Disciplinary and Grievance 1
- Previous experience of effectively leading a team is essential
- Strong PC literacy, with experience using FM & telephony systems
- Strong communication skills, both written and verbal
- Strong results focus
- Effective problem-solving and decision-making
- Able to motivate self and others
- Flexible approach to working hours

**The Company**

In 1985, husband and wife Willie and Susan Haughey established City Refrigeration Holdings. The pair set out with one goal - to make a positive change in the facilities management industry.

The Haugheys founded their enterprise on the values of collaboration and transparency, replacing client/contractor relationships with long-term, mutually beneficial partnerships. Each partner receives a unique strategy, shaped by the needs of the business and implemented by a bespoke, self-delivered model.

It is this focus that has allowed the City Group to grow from its humble beginnings into one of the world’s most trusted facilities management companies. The business now employs over 12,000 people and has established divisions across Europe, Australia, North America and Asia. It has also diversified the services it offers to include maintenance and engineering, technical procurement and support, cleaning and ancillary services across retail, residential and commercial markets.

Now more than three decades into its story, City remains rooted in the core values established by the now Lord and Lady Haughey and remains passionate about sharing its unparalleled professionalism, quality, customer service and value with partners around the globe.

**Our Benefits**

**Pension Scheme**

**Retail Discounts**

**Cycle to Work Scheme

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