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Client Support Team Leader

4 months ago

Manchester, United Kingdom Wates Full time

We have a fantastic opportunity for an experienced Client Support Team Leader to join our FM team in Manchester. The primary focus of this role will be to take line management responsibility of the client support delivery for our new national client and a directly employed client support team.

The Client Support team is an integral part of Wates FM. Working as a Team Leader within Client Support you will be a central point of escalation for a team responsible for customers and operational colleagues in the raising, allocation, and completion of jobs. With direct support from the Account Manager and a wider client operations network, you will have autonomy and responsibility to provide a first contact solution which meets our client’s needs and a first level of escalation for our team and colleagues.

Key responsibilities for a Client Support Team Leader include:

•  Oversee daily deliverables and complete daily review of job status from all systems

•  Lead a team to deliver against contract KPI’s

•  Support and drive outputs on administration of the assigned accounts & CAFM updates 

•  Manage updates on outsourced and Contractor work instructions

•  Support with leadership of a small team, to drive operational delivery within the mobile business for the client

•  Oversee and ensure the team monitor all Sub contractors, and info is obtained and maintained, including associated RAMS & attendance updates

•  Manage, monitor, and record performance including exception reporting of the respective accounts within your remit

We are looking for an individual with a proven experience in service desk management and the management of works delivery and management via CAFM to align with KPI and SLA delivery. An Engineering background is desirable.

To be successful in this role you will have highly effective management skills and be able to communicate clearly and concisely. Alongside this, you will have excellent attention to detail and promote ownership through to closure.