Business Services Team Leader

Job description

About

Business Services Team Leader | Harlow | Full Time | £30,000–£32,000 per annum

Our client is part of the SCCI Group, a UK provider of digital TV solutions and Fire/Life Safety systems, with nationwide coverage. Their business has a strong technical focus, supported by a large engineering team and a range of industry accreditations including ISO 9001:2015, Constructionline, CHAS and SafeContractor.

The Role

They are seeking an organised, proactive and customer-focused Business Services Team Leader to lead a team of approximately four Business Services Administrators based in Harlow.

You will be responsible for the day-to-day management, performance and development of your team, ensuring the effective administration and coordination of reactive, remedial and planned maintenance works. Working closely with Contract Managers, Engineers and the wider Business Services department, you will ensure jobs are allocated and scheduled efficiently, customer portals and systems are kept up to date, and contractual requirements and service level agreements (SLAs) are consistently met.

This is an excellent opportunity for an experienced customer service or operations professional with strong leadership, organisational and communication skills to make a real impact on service delivery and customer satisfaction.

Key Responsibilities

• Lead, motivate and support a team of Business Services Administrators, providing clear direction, guidance and day-to-day supervision

• Monitor individual and team performance against agreed targets, customer KPIs and contractual SLAs, implementing corrective actions where required

• Oversee the end-to-end administration of allocated contracts, from receipt of jobs through to completion and closure within agreed timescales

• Coordinate engineer diary scheduling and availability, ensuring jobs are allocated to the appropriate skill set in line with contractual priorities and response times

• Oversee the scheduling of appointments with residents and ensure customers receive timely updates on job progress and completion

• Ensure customer portals, Tesseract and internal systems are updated accurately and promptly, maintaining reliable performance reporting

• Monitor remedial and planned maintenance processes, ensuring relevant certification and compliance documentation is checked, recorded and processed correctly

• Liaise closely with Contract Managers, Engineers, subcontractors, Costings and QS teams, customers and residents to resolve issues and maintain service excellence

• Identify and escalate service delivery issues where necessary, ensuring appropriate action is taken to protect customer satisfaction and contractual performance

• Conduct regular performance and KPI reviews with team members, recognising strong performance and providing training, coaching and support where improvements are needed

• Manage team administration, including holiday requests, sickness absence, probationary reviews and ongoing performance management

• Analyse workload, scheduling and performance data to identify trends, address issues and improve operational efficiency

• Deliver training and familiarisation for existing team members and new starters

• Support the Head of Business Services in identifying and implementing continuous improvement initiatives across the department

• Promote company standards and professional conduct in all internal and external communications

• Undertake any other reasonable duties as directed by the Business Services Supervisor or Head of Business Services

Requirements

Essential

• Previous experience in a customer service, administration or operational service delivery environment

• Strong organisational and planning skills, with the ability to manage competing priorities and meet deadlines

• Excellent written and verbal communication skills, including a professional telephone manner and customer correspondence

• Strong IT skills, including Microsoft Excel, Outlook, Word and database management

• Excellent attention to detail and the ability to maintain accurate records and documentation

• Experience managing workloads, monitoring performance and working towards targets or KPIs

• The ability to build and maintain effective working relationships with colleagues, customers and external stakeholders

• A proactive approach to problem-solving, with the confidence to resolve issues and escalate when necessary

• The ability to provide clear guidance, support and direction to colleagues

Desirable

• Previous experience in a Team Leader or Supervisory role, ideally within a call centre, contact centre or customer service environment

• Experience within a similar industry, particularly maintenance, engineering, facilities management or contract service delivery

• Previous responsibility for engineer scheduling, job allocation, service reporting or performance analysis

• Experience managing high volumes of internal and external customer relationships

• Financial awareness gained within a contract management or service delivery environment

• Knowledge of Tesseract or similar job management and customer portal systems

What’s In It For You

• Competitive salary: £30,000–£32,000 per annum, depending on experience

• Working hours: Monday to Friday, 8:30 am–5:00 pm, with a 30-minute lunch break

• Annual leave: 20 days' holiday

• Pension: Auto-enrolment pension scheme

• Birthday leave: An additional day off for your birthday after successfully completing probation

• Staff referral scheme

• Leadership opportunity: Take ownership of a team and play a key role in service delivery and departmental performance

• Professional development: Opportunities to develop your leadership, operational and performance management skills

• Collaborative environment: Work closely with colleagues across Business Services, Engineering and Contract Management to deliver excellent customer outcomes

Please note: all roles are subject to a six-month probationary period and satisfactory completion of security screening, including DBS and credit checks.

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