Customer Service Team Leader (backshift)

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