Job Description

My clients are looking for a Team Leader 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 Head of Business Services to deliver a high quality Administration function which underpins the overall delivery of engineering service excellence to our Clients.

Accountable for liaising with Contract and Engineering Teams and delivering daily reporting requirements of the team including Contract performance, Engineer diary scheduling, reports etc.

Accountable for delivering Customer service excellence at all times through professional telephone contact and written correspondence with Clients and residents.

Responsible for developing and maintaining excellent working relationships with the engineers.

Required Knowledge, Skills, and Abilities

Type of Person

• A previous Customer Service or operational service delivery role at Team Leader or Supervisory level held in a 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.