Operational Service Centre (OSC) Team Leader
Location: Weybridge, KT15 3NB
Hours of work: 40
Contract Type: Permanent
Within the UK, ISS provides high-quality facility services designed to maintain the fabric and appearance of buildings. These services include facilities management, cleaning and hygiene services, maintenance, catering, security, landscaping, and a variety of tailor-made solutions for clients in both the Public and Private sectors.
Job Description
As the Operational Service Centre (OSC) Team Leader, you will be responsible for leading a team that delivers a first-class customer experience in the management of planned maintenance and task coordination across the Weybridge campus. This role operates in a fast-paced and demanding environment, requiring strong leadership and clear direction to ensure that service levels and KPIs are consistently achieved.
You will work closely with the Senior Workplace Manager to provide guidance to your team, ensure effective rostering, and oversee service desk operations. Experience within the FM sector is essential, as is a background in managing customer service performance, delivering training, and maintaining operational excellence. This role offers an exciting opportunity for someone with a passion for customer service and team leadership to make a meaningful impact in a high-profile, fast-paced environment.
Key Responsibilities
* Manage and oversee reactive, planned maintenance and remedial works
* Actively manage work in progress (WIP)
* Support the OCS team in the management of calls, reactive and remedial works
* Provide weekly and monthly reports on the performance of the OCS
* Manage procurement processes, raising PO’s & receipting
* Actively monitor customer service quality
* Carry out periodic quality audits and ensure adherence to standards
* Monitor and review staff performance identifying any skills gaps. Provide training as appropriate
* Deliver training to the team to support the continuous improvement programme
* Ensure staff understand and are trained to a high standard in task management
* Achieve contractual and business KPI’s and targets
* Provide induction, customer experience and contractual training for all team members
* Responsible for the oversight of the triage process defining billable and non-billable works
* Responsible for ensuring the client approval process is followed
* Advise Senior Workplace Manager of any potential disciplinary issues as and when issues arise
Professional and Personal Competencies/Qualifications
* Has delivered high quality and consistent performance and standards in a helpdesk environment and customer service delivery
* Has experience of delivering against customer and business KPIs and SLAs
* Has experience of reporting and analysis of OCS performance
* Has demonstrable experience of developing a continuous improvement plan
* Experience of managing inputs and outputs of a continuous improvement plan
* Has experience of managing an operation through a transformational programme
* Extensive experience of customer experience principles
* Demonstrable quality audit experience and knowledge of quality standard management
* Proficient in Microsoft Office programmes
* Ability to foster an environment and atmosphere for a team to thrive
* Excellent people communication skills with the ability to manage and develop positive relationships with customers, colleagues and stakeholders
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.
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
Job Types: Full-time, Permanent
Benefits:
* Company pension
Schedule:
* Day shift
* Monday to Friday
Work Location: In person
Reference ID: 136349
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