Admin Team Leader
Location: Stoke on Trent, ST1 5PZ
Hours of work: 40
Contract Type: Permanent
As an Admin Team Leader, you will lead an admin desk team responsible for providing exceptional customer service and managing job delivery for a diverse client portfolio.
This role offers the opportunity to thrive in a fast-paced and demanding environment, with the responsibility of ensuring service excellence and operational efficiency.
Job Description
As Admin Team Leader, you will play a pivotal role in driving the team’s performance by setting clear direction, managing service delivery, and ensuring that service levels and KPIs are consistently achieved.
Working collaboratively, you will help deliver the full range of services while positively contributing to meeting performance targets, deadlines, and service level agreements.
This position requires a confident and experienced leader with a proven track record in delivering outstanding customer service results.
You will be adept at leading by example, conducting induction and technical training, and effectively managing team rostering.
Relevant experience within the FM sector is essential, as is the ability to balance operational demands with a focus on continuous improvement and team development.
Join us and become a part of an ambitious and supportive environment where you’ll have the opportunity to make a real impact, ensuring the highest levels of service for our clients and stakeholders.
Key Responsibilities
* Achieve contractual and business KPI’s and targets
* Follow procedures to identify the best course of action for the customer and the company
* Provide induction and technical training for all team members and liaise with Operational Delivery Lead for additional training
* Monitor and review staff performance
* Advise Operational Delivery Lead of any potential disciplinary issues as and when issues arise
* Manage client relationship and expectations and attend progress meetings, deputising for the Operational Delivery Lead as required
* Take ownership of Health & Safety for self and others at work
* Ensure all Health & Safety procedures are followed and encourage safe working practices at all times
* Ensure that all tasks are carried out in accordance with the specification and process
* Ensure staff understand and work to task schedules
* Ensure the effective use of equipment and materials
* Receive, take ownership and escalate where necessary any service failures or Customer complaints
* Ensure effective rostering to achieve SLA adherence and that team members are working the correct hours
Professional and Personal Competencies/Qualifications
* Has delivered high quality and consistent performance and standards in customer service delivery
* Has experience of delivering against customer and business KPIs and SLAs
* Ensures the safety and wellbeing of themselves, their team and colleagues
* Demonstrate the ability to monitor and respond to short term work volume variations and ensure team rostering is flexed to meet the demand
* Has experience of supervising the work of others and allocating tasks based on technical specialisms
* Microsoft Office Skills - particularly Word and Excel
* Experience of working within a target driven role, or high-pressure customer service environment
The Company
ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.
Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.
We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace
ISS is proud to be a diverse and inclusive employer.
ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste) religion or belief, sex, sexual orientation or educational background
Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
If you have any further queries regarding this role, please contact the Resourcing Team by emailing resourcing.team@uk.issworld.com