Team Leader
Our Values and Behaviours
An individual's belief in our values and behaviours is as important as their technical and/or professional knowledge, our job descriptions are written with these in mind.
-Innovate
- We look to the future and encourage and embrace new ideas to achieve better results.
-Thrive
-We act with confidence, remain positive at work and we learn from feedback.
-Deliver
-We work to understand our customers' needs, even in times of ambiguity, and take personal responsibility to deliver to our targets.
-Drive
-We analyse information to draw insights and conclusions and create our vision.
Position Overview
Interserve is an international support services, construction and equipment services company. We work with public and private sector clients in more than 40 countries, and have a workforce of circa 68,000 people worldwide. As a leader in developing and delivering desirable outcomes for our clients, we aim to be a great place to work for our employees where everything we do is shaped by our core values.
We are industry leading experts, working with our clients to create and develop smarter, more sustainable and unique solutions using advanced systems and processes. Health and Safety is at the heart of everything we do, and with our expertise and knowledge we will keep our clients' businesses and people better protected, whilst priding ourselves on a local approach backed by a substantial support network.
The National Service Centre is an integral part of Support Serves driving delivery across Interserve, which provides customer service and facilities management support to customers 24 hours a day, 365 days a year. We are committed to developing our staff through a culture of continuous learning and engagement and strive for an environment which demonstrates our commitment to the personal and professional growth of our employees.
Working as a Team Leader as part of the Leadership Team within the National Service Centre you will be a central point of contact for customers and operational colleagues in the raising, allocation and completion of jobs. You're role will be to take full ownership of each customer request and know how to come up with the best solution in fast paced environment. Your excellent communication skills and service delivery will demonstrate a high level of accuracy and customer focus. You will have the opportunity to demonstrate your excellent customer service skills through range of access channels.
Working in a fast paced and challenging environment, with direct support from the Leadership Team and a wider customer operations network, you will have autonomy and responsibility to provide a first contact solution which meets our client's needs.
The role is based in our new offices near Birmingham International airport and a 5 minute walk.
Responsibilities
-Manage and develop a team capable of delivering consistent service excellence.
-Produce and review statistical information and performance reports, using data to support the performance management of the team and Helpdesk KPI management, ensuring helpdesk data is managed in a proactive manner.
-Ensure that all customer contacts are dealt with in a confident manner, in line with agreed processes, taking ownership to ensure effective resolution.
-Following procedures to identify the best course of action for the 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.
-Ensure non-productive time is logged e.g. supplier visits, vehicle breakdowns etc.
-Advise key stakeholders of any issues with specific jobs, clients or engineers.
-Accurately record all actions taken on the required systems to ensure a full audit trail.
-Monitor job completion, chase resolution to ensure service levels are met.
-Record information accurately in the FM Helpdesk system and any other systems required.
-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 across shifts and contracts.
-Maintain detailed statistical information, providing and updating reports as required.
-Daily check of operative attendance using the Kronos system, resolving issues and escalating to management where required.
Person Specification
-Experience of leading and motivating a team, preferably within a call centre/helpdesk/customer service environment.
-Experience of working within a target driven role, or high-pressure customer service environment.
-Strong team player orientation - cooperative and willing to assist others.
-Proficient IT skills including MS Word, MS Excel and MS PowerPoint, and comfortable with numerical reasoning.
-Influences, convinces or impresses in a way that result in acceptance, agreement or behaviour change.
-Well organised, with the ability to multi-task, prioritise and manage competing demands.
-Maintains effective work behaviour in the face of setbacks or pressure - remains calm and in control of themselves.
-Solutions oriented, providing explanations and proposed resolutions to problems rather than purely identifying problems.
-Demonstrates a readiness to make decisions, take the initiative and originate action.
-Strategic thinker, creative and flexible - ability to present concepts in a simple clear way.
-Effectively communicates to strengthen Interserve's relationship with the customer and the NSC stakeholders.
-Displays a positive attitude to challenges that the team face.
-Able to resolve difficult and complex customer issues and complaints.
-To contribute to building an effective and cohesive team by taking ownership for own and team performance, maintaining a positive attitude at all times,
-We are looking for someone who remains calm under pressure, commands respect, has the confidence of their colleagues and can communicate effectively at all levels. Continuously pursue high standards, embrace change, recognise improvement opportunities and learn from experience.
Working within the Interserve values and behaviours
Engage
Everyone has a voice
How we behave…
-Continually adapts behaviour and communication style to suit the situation
-Communicate effectively and explains complex information and check understanding
Develop
Take pride in what you do
How we behave…
-Builds and maintains positive working relationships and networks across Interserve.
-Listens attentively and emphasises with others.
-Adapts style and language according to the demands of the situation.
-Openly shares ideas, knowledge and learning.
Drive
Bring better to life
How we behave…
-Consistently focuses self on understanding and addressing customer needs. Demonstrates a concern for the needs and expectations of customers.
-Listens to and understands customers
-Focuses self on own efforts to deliver outstanding customer service and achieve customer loyalty and satisfaction
-Uses processes to support high quality customer satisfaction
Inspire
Do the right thing
How we behave...
-We are clear about standards of behaviour with colleagues and customers
-We uphold the values
-We take responsibility for our reputation & success
Health and Safety responsibilities
-Follow Group and company policies and procedures at all times;
-Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
-Use all work equipment and personal PPE properly and in accordance with training received;
-Report any issues or training needs to your Line manager
About the company
Additional information for internal applicants
Please ensure that you discuss your application with your current line manager before formally applying. Please note that internal job moves are subject to the standard terms for the post being advertised. Enhanced terms cannot be honoured.