Team Leader

Role Overview

The Business Services Administration teams provide end to end administrative support for our contracts to assist our business in the delivery of service excellence for reactive, remedial and planned maintenance works. Responsibilities include initial call triage, allocating jobs to the appropriate skillset based on discipline and contractual priority/response SLA, scheduling appointments with residents, engineer diary scheduling and day to day management, work status updates to customers and residents, updating customer portals, liaising with 3rd party suppliers and internal customers to ensure calls are attended and resolved within a timely manner.

The Business Services Team Leader has excellent customer service, planning and organisational skills fulfilling the role of a Team Leader to a high level; is responsible for the daily leadership, work instruction, communication, target setting and direction of the team; liaises closely with the other Business Services teams to ensure Service and Maintenance is delivered to time, cost effectively, to quality standards and customer KPI requirements; supports the Head of Business Services with the identification and implementation of continuous improvement measures across the department and wider business

Main Purpose

• 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.
• Accountable for liaising with Contract and Engineering Teams and delivering daily reporting requirements of the team including Contract performance, Engineer diary scheduling, PPM reports to Tesseract & Portals etc.
• Accountable for delivering Customer service excellence at all times through professional telephone manner and written correspondence with customers and residents.
• 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
• 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.

Key Skills / Knowledge

• 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