Business Service Team Leader - Harlow - Salary DOE

Business Service Team Leader Overview:

• Salary depending on experience
• Pension
• Full-Time, Permanent, Monday to Friday 8.30am-5.00pm with half hour for lunch
• Hybrid working after probation period
• Excellent Progression and Training Opportunities

Company Overview - Business Service Team Leader

Our Client are currently looking for a Business Service Team Leaderto join their highly valued team on a full-time basis.

This Company are a reputable business with over 20 years’ experience within the Industry. They are currently entering another period of growth and are looking to expand their team to keep up with high customer demand.

This is an exciting time for the company and the right candidate for the role will need to be enthusiastic, forward thinking and personable with the drive to hit the floor running in order to take full advantage of the opportunities available to them.

You will be part of a strong team who all understand the importance of working together to ensure a high level of service is delivered. You will be given support, training and a realistic workload to help ensure you achieve job satisfaction.

Business Service Team Leader Role and Responsibilities:

• Take responsibility for the overall quality of the work delivered
• Carry out effective communications
• Ensure tasks are completed efficiently
• To lead a team of Administrators providing clear communication around service needs, detailing timescales and KPI reporting, to follow-up and check individual and team performance; provide support and guidance when required to deliver the overall team and departmental performance.
• To support the Business Services Supervisor and Head of Business Services to deliver a high-quality Administration function which underpins the overall delivery of Engineering service excellence to our customers.
• Covers agreed Business Services Supervisor responsibilities in their absence.
• Accountable for liaising with Contract and Engineering Teams and delivering daily reporting requirements of the team including Contract performance, Engineer diary scheduling
• Accountable for delivering Customer service excellence at all times through professional telephone manner and written correspondence with customers and residents.
• Responsible for developing and maintaining excellent working relationships with the engineering teams at all times.
• Overall accountability for the teams allocated contract administration from receipt to conclusion within agreed timescales and customer SLAs- addressing issues arising with engineers as necessary with the applicable Contract Manager.
• Overseeing and escalating contracted service delivery issues to the Business Services and Contract Management Teams once satisfied the Administrator has undertaken all aspects of customer call and engineer scheduling to standard within timescales.
• Overall responsibility for the allocated contracts customer portal interface in 'real time’ to provide customer confidence, satisfaction and accurate Portal KPIs for Contract Manager customer meetings, based on the Administrators system processing.
• Liaison and supervision of the reactive, remedial and planned maintenance central processes for all contracts in remit, from the point of receipt undertaken through to review, action and Tesseract/Portal closure, through the team.
• Weekly performance and KPI performance progress meetings with team Administrators identifying team members’ performance and recognising high performance, meeting standard and where performance is below standard, providing training, guidance and support to redress in conjunction with the Training Co-ordinator. In the event of continuous under-performance, escalate to the Business Services Supervisor/Head of Business Services once all supportive actions have been demonstrated and undertaken.
• Responsible for sourcing, review and allocation of Engineer availability daily/weekly ahead of the following day to ensure all Engineering staff are available to reduce any risk to achieving job allocation.
• Responsible for the Team administration and management of holidays, sickness absence, performance and probationary reviews for their team.
• Analyse the data for the team work allocation, performance monitoring and KPI achievement, implementing corrective actions where necessary.
• Full training and familiarisation of all current team, or for new starters joining the team.
• Continuously seeks to identify and implement, where appropriate, improvement measures across the team.

Business Service Team Leader Skills and Experience:

• A drive and enthusiasm to grab hold of opportunities
• A positive attitude and the ability to self-motivate with a flexible attitude is a must
• A previous Customer Service or operational service delivery role at Team Leader or Supervisory level held in a Call / Contact centre environment preferred.

• Similar industry experience preferred with scheduling, reporting and / or previous analytical responsibility.
• Previous high volume internal and external relationship management an advantage.
• Excellent communication skills (verbal and written) especially with remote points of contact and the ability to negotiate and influence effectively.
• Excellent IT skills including Excel, Outlook, Word and database management
• Strong financial awareness acquired in a contract management or service delivery arena preferred.
• Excellent organisation skills and document management essential.
• Knowledge of Tesseract would be advantageous

DON'T MISS OUT ON THIS GREAT OPPORTUNITY - APPLY NOW

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Please note that if you have not been contacted within 7 days, your application for this position has been unsuccessful.