Position: Customer Service Team Leader (Backshift)
Salary: £28,641.60 per annum
Location: Glasgow / Working from Home
Hours: 37.5 hours per week
Shifts: Monday - Friday
Shift Patterns: Between the hours of 12pm-10pm, primarily 2.00pm - 10.00pm
Benefits: 33 days holiday, Company pension scheme up to 5% match, BUPA (single cover) Health Insurance, retail discounts
We are advertising this Customer Service Team Leader role on behalf of our client, a national leader in the facilities management space.
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.
RESPONSIBILITIES
- 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 company 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
- Assist field managers with email requests and data reports
- 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 the organisation and partners
- To visibly demonstrate enthusiasm and positive behaviour
QUALIFICATIONS
- Work towards the company 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
To apply for this role please submit your full and up to date CV to Andrew Bridges at PDA Search and Selection
