Customer Service Team Leader
| Posting date: | 11 August 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 10 September 2025 |
| Location: | B37 7ES |
| Company: | Mitie |
| Job type: | Permanent |
| Job reference: | 75597 |
Summary
Role Overview: Team Leader (Mitie)Location: T2 Trinity Park, Birmingham, B37 7ESContract: Permanent, Full-timeHours: 40 hours/week on a rotating shift pattern (7:00 am to 7:00 pm)
Key ResponsibilitiesTeam Leadership & People Management
-Lead and mentor a team to achieve set targets and maintain exceptional customer service.
-Ensure effective delegation of tasks and manage performance through 1-to-1 meetings and regular feedback.
-Manage all aspects of people management, including recruitment, HR welfare, sickness, and annual leave.
-Support the team in meeting KPIs and SLAs, addressing any issues or performance gaps.
Operational & Compliance Management
-Oversee reactive work orders and monitor completion against contractual SLAs.
-Ensure all engineer and subcontractor paperwork is processed according to audit requirements.
-Manage reactive actions and business-critical workflows to ensure continuity of service.
-Ensure tasks are being delivered in line with SFG20 and NEC3 guidelines.
-Monitor supply chain performance and work with suppliers to ensure contracts are fulfilled on time.
Customer & Stakeholder Engagement
-Respond effectively to customer queries and complaints, applying appropriate mitigations.
-Represent the team in stakeholder meetings and conference calls.
-Maintain clear, open communication with internal teams and external clients.
Training & Development
-Provide ongoing training, coaching, and process improvements to the team.
-Ensure that all team members adhere to Mitie's standards and continuously develop their skills.
Other Responsibilities
-Manage the purchase orders raised by the team, ensuring financial and commercial awareness.
-Take on additional tasks as delegated by the Service Delivery Manager.
Skills & Experience We're Looking ForEssential Experience
-Proven leadership experience, ideally in a customer service, call centre, or helpdesk environment.
-Ability to manage and motivate teams to meet and exceed performance targets.
-Experience managing KPIs and SLAs, ensuring teams meet contract expectations.
-Experience in mentoring and performance managing others to achieve team success.
Technical/Operational Expertise
-Knowledge of Facilities Management (FM) processes, though FM-specific experience is not essential.
-Familiarity with SFG20, NEC3 guidelines, and building services maintenance.
-Proficient with complex IT systems, capable of analysing and reporting effectively.
Communication & Problem Solving
-Strong communication skills for internal and external interactions.
-Ability to develop positive relationships with clients, third parties, and peers.
-Methodical and solution-oriented approach to managing issues and escalations.
Desirable
-A Full UK Driving Licence for potential client visits.
Key ResponsibilitiesTeam Leadership & People Management
-Lead and mentor a team to achieve set targets and maintain exceptional customer service.
-Ensure effective delegation of tasks and manage performance through 1-to-1 meetings and regular feedback.
-Manage all aspects of people management, including recruitment, HR welfare, sickness, and annual leave.
-Support the team in meeting KPIs and SLAs, addressing any issues or performance gaps.
Operational & Compliance Management
-Oversee reactive work orders and monitor completion against contractual SLAs.
-Ensure all engineer and subcontractor paperwork is processed according to audit requirements.
-Manage reactive actions and business-critical workflows to ensure continuity of service.
-Ensure tasks are being delivered in line with SFG20 and NEC3 guidelines.
-Monitor supply chain performance and work with suppliers to ensure contracts are fulfilled on time.
Customer & Stakeholder Engagement
-Respond effectively to customer queries and complaints, applying appropriate mitigations.
-Represent the team in stakeholder meetings and conference calls.
-Maintain clear, open communication with internal teams and external clients.
Training & Development
-Provide ongoing training, coaching, and process improvements to the team.
-Ensure that all team members adhere to Mitie's standards and continuously develop their skills.
Other Responsibilities
-Manage the purchase orders raised by the team, ensuring financial and commercial awareness.
-Take on additional tasks as delegated by the Service Delivery Manager.
Skills & Experience We're Looking ForEssential Experience
-Proven leadership experience, ideally in a customer service, call centre, or helpdesk environment.
-Ability to manage and motivate teams to meet and exceed performance targets.
-Experience managing KPIs and SLAs, ensuring teams meet contract expectations.
-Experience in mentoring and performance managing others to achieve team success.
Technical/Operational Expertise
-Knowledge of Facilities Management (FM) processes, though FM-specific experience is not essential.
-Familiarity with SFG20, NEC3 guidelines, and building services maintenance.
-Proficient with complex IT systems, capable of analysing and reporting effectively.
Communication & Problem Solving
-Strong communication skills for internal and external interactions.
-Ability to develop positive relationships with clients, third parties, and peers.
-Methodical and solution-oriented approach to managing issues and escalations.
Desirable
-A Full UK Driving Licence for potential client visits.