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Client Support Team Leader

4 months ago

Manchester, United Kingdom Wates Group Full time

The Vacancy

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.

Work for Wates

Wates is one of the UK’s leading family-owned development, building and property maintenance companies. Founded over 125 years ago, we have a proud legacy in the built environment.

We are driven by our purpose, ‘reimagining places for people to thrive’ and our three promises:

Thriving places – working with customers, partners and communities to create places that are more sustainable, inclusive, and full of opportunity. 
Thriving planet – protecting nature and taking action on climate change by collaborating and innovating with our partners.
Thriving people – creating opportunities and relationships so that everyone who works for and with us feels included, invested in, and treated with care.

We are proud to be recognised as Gold Investors in People and as a Disability Confident employer. We also ensure that our recruitment processes do not treat anyone less favourably due to an offending background.

Awards

BEST PROJECT

Inside Housing Development Awards

WINNER

2022 Construction News Awards Winner

GOLD AWARD

Investors in People 2022

GOLD AWARD

Considerate Constructors Schemes (CCS) National Site Awards

TOP 50 EMPLOYERS

2022 Top 50 Employers for Women

WINNER

2022 Working Families Best Practice Awards