Soft Services Team Leader
| Posting date: | 29 April 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 29 May 2024 |
| Location: | SE1 9SG |
| Company: | Mitie |
| Job type: | Permanent |
| Job reference: | 51977 |
Summary
The Role
Job Purpose
This role is to supervise the day-to-day work of the SSAdmin Team, supporting the administrative functions in the management and monitoring of the supply chain. This role will produce reports, workloads of the SSAdmin Coordinators and support in the processing of the Soft Services reactive work orders. Your role will include the monitoring of the scheduled services, liaison with varies stakeholders and identifying trends and issues that require escalation.
Responsibilities
-Support the team and monitor daily workloads
-Compile and issue weekly task allocation and handover cover
-Monitor annual leave requests to ensure adequate coverage is maintained to support the daily demands of the team workload
-Produce daily reports for the team detailing WOs that are due to breach, are overdue and those in individual ownership
-Liaise with the integrator regarding the cancellation of incorrect WOs
-Produce report for the Performance Team to ensure correct cancellation of HALTWORKS
-Support the team with chasing and completion of WOs
-Support the manager with PDRs for the team; identifying any areas of strength and any areas of training/development needs
-Maintain high level of customer service at all times
-Ensure that all customer contacts are dealt with in a confident manner, in line with the agreed processes, taking ownership to ensure effective resolution
-Following procedures to identify the best course of action for customer and company
-Respond to customer requests within specific timescales in order to meet KPIs and SLAs
-Deal with telephone queries promptly and in a professional manner
-Advise manager and appropriate Category Manager of any issues with specific jobs, clients or suppliers
-Accurately record all actions taken on the required systems to ensue a full audit trail
-Montior job completion, chase resolution to ensure service levels are met
-Record information accurately in the Maximo system and any other systems required
-Retrieve and record in relation to scheduled services to support financial backing data
-Correctly allocating and scheduling jobs to operational staff and management
-Liaise with customers, operational staff and management to resolve queries and issues. Maintaining contact with customers and staff to update job progress
-Work as part of a team ensuring delivery of whole service and positively contributing towards achievement of service level, performance and deadlines
-Maintain detailed statistical information, providing and updating reports as required
What we are looking for
-Previous Supervisor/Team Leader experience desirable
-Previous Helpdesk/Customer Service Support experience
-Demonstrate a proactive approach to delivering excellent customer service to stakeholders
-Strong team player orientation - cooperative and willing to assist others
-Proficient IT Skills including CAFM (Maximo), MS Word, MS Excel and comfortable numerical reasoning
-Engaging communicator demonstrating influencing skills and an ability to adapt approaches to differing audiences
-Well organised with the ability to multi-task, prioritise and manage competing demands. Strong multi-tasking capability, project and deadline orientated
-Maintains effective work behaviour in face of setbacks or pressure - remains calm and in control of themselves
-Excellent attention to detail and accuracy
-Security clearance will be required for this role
Job Purpose
This role is to supervise the day-to-day work of the SSAdmin Team, supporting the administrative functions in the management and monitoring of the supply chain. This role will produce reports, workloads of the SSAdmin Coordinators and support in the processing of the Soft Services reactive work orders. Your role will include the monitoring of the scheduled services, liaison with varies stakeholders and identifying trends and issues that require escalation.
Responsibilities
-Support the team and monitor daily workloads
-Compile and issue weekly task allocation and handover cover
-Monitor annual leave requests to ensure adequate coverage is maintained to support the daily demands of the team workload
-Produce daily reports for the team detailing WOs that are due to breach, are overdue and those in individual ownership
-Liaise with the integrator regarding the cancellation of incorrect WOs
-Produce report for the Performance Team to ensure correct cancellation of HALTWORKS
-Support the team with chasing and completion of WOs
-Support the manager with PDRs for the team; identifying any areas of strength and any areas of training/development needs
-Maintain high level of customer service at all times
-Ensure that all customer contacts are dealt with in a confident manner, in line with the agreed processes, taking ownership to ensure effective resolution
-Following procedures to identify the best course of action for customer and company
-Respond to customer requests within specific timescales in order to meet KPIs and SLAs
-Deal with telephone queries promptly and in a professional manner
-Advise manager and appropriate Category Manager of any issues with specific jobs, clients or suppliers
-Accurately record all actions taken on the required systems to ensue a full audit trail
-Montior job completion, chase resolution to ensure service levels are met
-Record information accurately in the Maximo system and any other systems required
-Retrieve and record in relation to scheduled services to support financial backing data
-Correctly allocating and scheduling jobs to operational staff and management
-Liaise with customers, operational staff and management to resolve queries and issues. Maintaining contact with customers and staff to update job progress
-Work as part of a team ensuring delivery of whole service and positively contributing towards achievement of service level, performance and deadlines
-Maintain detailed statistical information, providing and updating reports as required
What we are looking for
-Previous Supervisor/Team Leader experience desirable
-Previous Helpdesk/Customer Service Support experience
-Demonstrate a proactive approach to delivering excellent customer service to stakeholders
-Strong team player orientation - cooperative and willing to assist others
-Proficient IT Skills including CAFM (Maximo), MS Word, MS Excel and comfortable numerical reasoning
-Engaging communicator demonstrating influencing skills and an ability to adapt approaches to differing audiences
-Well organised with the ability to multi-task, prioritise and manage competing demands. Strong multi-tasking capability, project and deadline orientated
-Maintains effective work behaviour in face of setbacks or pressure - remains calm and in control of themselves
-Excellent attention to detail and accuracy
-Security clearance will be required for this role