Helpdesk Team Leader (Facilities Management)

FM Team Leader (Operations) - Helpdesk
Salford
Temp-to-Perm
£30,000 - £32,000 (depending on experience)
Monday - Friday 40 hours per week

We're recruiting on behalf of a well-established FM organisation for an experienced Team Leader (Operations) to support the day-to-day running of a fast-paced Command / Service Centre environment.

This is a hands-on leadership role focused on people management, performance, coaching, quality, and process improvement. You'll oversee a team of administrators and schedulers, ensuring policies and procedures are followed and that contractual KPIs and internal targets are consistently achieved.

The Role

As Team Leader, you'll be responsible for the daily functional management of the Command Centre, ensuring service is delivered efficiently and to a high standard. You'll proactively engage, motivate, coach and develop your team, acting as the first point of escalation for operational queries and issues.

Key Responsibilities

Act as the initial point of escalation for Command Centre Operators
Monitor and manage workloads, ensuring tasks are delivered within required timescales
Conduct monthly 1:1s and quarterly performance reviews, documenting actions and development plans
Maintain training documentation and complete training needs analysis to support individual and business requirements
Identify service needs, process improvements, opportunities and weaknesses, acting as a key customer/staff interface
Support rollout of agreed processes and implement changes to working methods and procedures
Establish and maintain excellent customer relationships (internal and external)
Ensure compliance with company policies, procedures and ethical principlesAbout You

Essential:

Minimum 3 years' experience in a Contact Centre/Service Centre/Command Centre environment
Experience working for a facilities management company or similar
Proven experience in people leadership and running teams effectively
Strong coaching and development capability (individuals and teams)
Advanced IT skills in Microsoft Excel and Word
Strong analytical and decision-making skills
Customer-focused, responsive and professional
Strong attention to detail and a proactive "self-starter" approach
Demonstrated experience implementing, evaluating and improving business processes

Apply

If you're interested, please submit your CV or call Jess on (phone number removed) for more information.

Keywords: Scheduling Team Leader, Maintenance Planner, Contact Centre, Facilities Management, Manchester, Salford, Team Leader Jobs