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 Accountabilities



Safety

To ensure that all activity compiles with Health & Safety policies.


People

To 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 teams
Conduct yearly appraisals for team leaders and support them to carry out their own team appraisals
Manage all sick calls the helpdesk and update the relevant systems and team members
Attendance management, including welfare visits and return to work interviews for all Service Desk colleagues
Recruitment of new colleague's process from - Advertising position, Reviewing CV's. Selection of candidates, Arranging of 1-1 interviews. Once selection is made liaise with Services trainer and arrange inductions
Carry out Performance management - performance improvement planning, disciplinary, investigation and conduct meetings
Management 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 desk


Excellence

Champion customer service 'think like a retailer' and motivate teams to encourage positive attitude
Follow and promote City values across the team


Service

Support 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 needed
Ensure the teams ways of working are up to standard 'think like a retailer'.
Point of contact for all CSR process questions and escalations
Step up and cover the managers role when required (annual leave or during absence)
Be multi skilled in knowledge across all service desk functions - Helpdesk, OSS, Asset & PPM
Collate data reports for field management, City colleagues & senior management teams Represent Helpdesk at internal and external meetings
Ensure stakeholder engagement with City and M&S
Implement procedural changes, ensuring all colleagues understand and are following process
To represent the company in a professional and competent manner at all times
Represent Helpdesk in internal and external meetings
To visibly demonstrate enthusiasm and positive behaviour
Have a detailed understanding on the Team Leader roles as well as CSR role so they can step in and help in any situation
Highly skilled using all aspects of the Mercury system - Mercury Superuser
Implement procedural changes, ensuring all colleagues are singed off and understand
Mange Helpdesk procedural library ensuring it is up to date and relevant at all times
Continuous improvement - looks of ways to improve processes and ways to make the day to day running of the helpdesk better
Reward and recognise good performance


Integrity

To 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 Manager


People 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 / Administration
A working knowledge of Helpdesk functions within the FM industry is beneficial
Previous experience of effectively leading a team is essential
Strong PC literacy, with experience in extracting, collating and presenting performance data
Strong communication skills, both written and verbal
Strong results focus, takes accountability for own performance and that of the team
Effective problem-solving and decision-making


Behaviours:



Safety - we keep our people and customers safe every day

Do the right thing and work in the City way, the safe way
Keep our people and customers safe everyday


People - we put our people first, treat each other with respect and work as a team

Consistently give and receive feedback, be willing to challenge
Be constructive and supportive to help coach and build successful teams
Be clear, concise, timely and accurate in communication
Treats others with respect and embraces cultural differences
Celebrates success instilling confidence in others


Excellence - we make a difference and go the extra mile

Instils confidence in team to make decisions for themselves, ensuring clear accountability form themselves and their team
Judges situations, considers how they can deliver excellence
Takes accountability for their own tasks


Service - we're passionate about delivering exceptional customer service

Ensure efficiency and right time approach
Seeks, gives and values regular feedback from the customer
Considers impact on ALL customers in decision making
Delivers exceptional customer service


Integrity - we always act with integrity, honesty, openness and trust

Transparency with all costs, spending only on activities that will add value to our customers
Trust each other to do things right the first time
Ask yourself is it right for us and our customer

In 1985, husband and wife Willie and Susan Haughey established City Refrigeration Holdings. The pair set out with one goal - 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 world's 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.