Job Description

Job Purpose:This is a key position, leading the CSRs who act as ambassadors for our business.Team Leaders will effectively lead and manage the seniors and CSRs to ensure the highest level of customer care and satisfaction at all times. The role will develop to be responsible for leading a team of approx. 15 colleagues, across seniors and CSRs, ensuring all service delivery targets are being met and exceeded, wherever possible.Team Leaders are an integral part of the management team, adding true value to the business.Key AccountabilitiesSafetyTo ensure that all activity compiles with Health & Safety policies.PeopleTo ensure company policies and practises are followed and delivered consistently.To coach, motivate to ensure people performance is optimised.To support and provide guidance to all direct reports.Conduct monthly, documented 1-1s and assess their 1-1 meetings with their teamsConduct yearly appraisals for team leaders and support them to carry out their own team appraisalsManage all sick calls the helpdesk and update the relevant systems and team membersAttendance management, including welfare visits and return to work interviews for all Service Desk colleaguesRecruitment of new colleaguexe2x80x99s process from - Advertising position, Reviewing CVxe2x80x99s. Selection of candidates, Arranging of 1-1 interviews. Once selection is made liaise with Services trainer and arrange inductionsCarry out Performance management xe2x80x93 performance improvement planning, disciplinary, investigation and conduct meetingsManagement of holiday requests and planned absence to ensure that Services Desk has adequate cover in place over all shifts (24/7)Identify any training needs in the Service Team Leaders and across the deskExcellenceChampion customer service xe2x80x98think like a retailerxe2x80x99 and motivate teams to encourage positive attitudeFollow and promote City values across the teamServiceSupport the Helpdesk Manager to achieve set targets across all Helpdesk function.Support on IMG calls with Senior Management within M&S and City.Coordinate actions relating to IMG.Spot check and help manage the Mercury job monitors, holding team accountable where neededEnsure the teams ways of working are up to standard xe2x80x98think like a retailerxe2x80x99.Point of contact for all CSR process questions and escalationsStep up and cover the managers role when required (annual leave or during absence)Be multi skilled in knowledge across all service desk functions xe2x80x93 Helpdesk, OSS, Asset & PPMCollate data reports for field management, City colleagues & senior management teams Represent Helpdesk at internal and external meetingsEnsure stakeholder engagement with City and M&SImplement procedural changes, ensuring all colleagues understand and are following processTo represent the company in a professional and competent manner at all timesRepresent Helpdesk in internal and external meetingsTo visibly demonstrate enthusiasm and positive behaviourHave a detailed understanding on the Team Leader roles as well as CSR role so they can step in and help in any situationHighly skilled using all aspects of the Mercury system xe2x80x93 Mercury SuperuserImplement procedural changes, ensuring all colleagues are singed off and understandMange Helpdesk procedural library ensuring it is up to date and relevant at all timesContinuous improvement xe2x80x93 looks of ways to improve processes and ways to make the day to day running of the helpdesk betterReward and recognise good performanceIntegrityTo manage all budgets within target and to optimise the best value and where possible the lowest cost, without compromising service.Comply with any other reasonable request or instruction from other Department/CFM Line ManagerPeople Responsibilities:The Helpdesk Team leader is responsible for managing the seniors and CSRs to achieve key targets and support the Helpdesk as the business grows, the team size may increase accordingly.Knowledge, Skills and Abilities:Educated to GCSE / Standard Grade level as a minimum, ideally NVQ Level 3 or above (Customer Service / AdministrationA working knowledge of Helpdesk functions within the FM industry is beneficialPrevious experience of effectively leading a team is essentialStrong PC literacy, with experience in extracting, collating and presenting performance dataStrong communication skills, both written and verbalStrong results focus, takes accountability for own performance and that of the teamEffective problem-solving and decision-makingBehaviours:Safety xe2x80x93 we keep our people and customers safe every dayDo the right thing and work in the City way, the safe wayKeep our people and customers safe everydayPeople xe2x80x93 we put our people first, treat each other with respect and work as a teamConsistently give and receive feedback, be willing to challengeBe constructive and supportive to help coach and build successful teamsBe clear, concise, timely and accurate in communicationTreats others with respect and embraces cultural differencesCelebrates success instilling confidence in othersExcellence xe2x80x93 we make a difference and go the extra mileInstils confidence in team to make decisions for themselves, ensuring clear accountability form themselves and their teamJudges situations, considers how they can deliver excellenceTakes accountability for their own tasksService xe2x80x93 wexe2x80x99re passionate about delivering exceptional customer serviceEnsure efficiency and right time approachSeeks, gives and values regular feedback from the customerConsiders impact on ALL customers in decision makingDelivers exceptional customer serviceIntegrity xe2x80x93 we always act with integrity, honesty, openness and trustTransparency with all costs, spending only on activities that will add value to our customersTrust each other to do things right the first timeAsk yourself is it right for us and our customerIn 1985, husband and wife Willie and Susan Haughey established City Refrigeration Holdings. The pair set out with one goal xe2x80x93 to make a positive change in the facilities management industry.The Haugheys founded their enterprise on the values of collaboration and transparency, replacing client/contractor relationships with long-term, mutually beneficial partnerships. Each partner receives a unique strategy, shaped by the needs of the business and implemented by a bespoke, self-delivered model.It is this focus that has allowed the City Group to grow from its humble beginnings into one of the worldxe2x80x99s most trusted facilities management companies. The business now employs over 12,000 people and has established divisions across Europe, Australia, North America and Asia. It has also diversified the services it offers to include maintenance and engineering, technical procurement and support, cleaning and ancillary services across retail, residential and commercial markets.Now more than three decades into its story, City remains rooted in the core values established by the now Lord and Lady Haughey and remains passionate about sharing its unparalleled professionalism, quality, customer service and value with partners around the globe.

City Facilities Management