Job Reference: /AA/05-08/1256/2
Job Title: Team Leader
Location: Glasgow
Salary: Competitive
Contract: Permanent, Full-Time
Hours per week: Monday to Friday - Variable shift times - 37.5 per week
Shift times: 07:00 to 15:30, 08:00 to 16:30, 10.30 to 19:00
Business Overview
Atalian Servest and OCS have merged to create a new organisation, the OCS Group UK & Ireland. We are a leading facilities management company providing a range of both standalone and integrated services including cleaning, catering, security, technical services, energy management and compliance, front of house, landscaping, logistics, waste management and pest control services. The company has a turnover of £1.5bn and operates across the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors and supporting the local communities in which it operates.
Job Overview
We are currently recruiting for a Team Leader to join our passionate and driven team based at our Glasgow Office.
The purpose of this role is to support the Helpdesk Manager in driving the administration team, who is responsible for maintaining our CAFM system, to ensure we deliver agreed services to our customers in line with Contract Service Level Agreements (SLAs).
The Admin Team Leader will ensure we are maximizing resources in order to cover all in-day tasks, working closely with our Resource Planners to ensure we deliver agreed services to our customer in line with Contract Service Level Agreements (SLAs) and reducing costs.
The Admin Team Leader will have line management responsibility for a team of administrators and has accountability for the performance
Key Responsibilities:
- Line management of the admin team ensuring high levels of customer service and accuracy and efficiency with system updates
- Exceed client expectations in the delivery of the FM services.
- Focusing resource where required within the team to achieve contract SLA's and KPI's
- Support with the hiring and training of the Administration Team to ensure an effective workforce.
- Work in conjunction with the Operational delivery teams to ensure seamless management of contracts.
- To provide contract information on a monthly basis to Helpdesk Manager.
- Gain an understanding of contractual PMS to ensure that penalties are minimised wherever possible.
- To assist in keeping WIP levels on contracts to a minimum by ensuring timely completion of jobs.
- Guide and direct the team to ensure any interactions with clients reflects positively on the company.
- Monitor the quality of the admin team performance to ensure compliance with set standards of courtesy and professionalism.
- Support the Resource Planners with any duties as required during absence, busy periods.
- Effectively manage all chases, escalations and complaints in line with business processes ensuring customer satisfaction always.
- Deputise for the Helpdesk Manager during any absence.
- Set targets for the team and individuals, ensuring they are reviewed on a regular basis.
- Prioritise numerous competing tasks; continuously monitoring the progress of work whilst communicating any delays to the relevant people.
About You:
- Applicants must have the right to work in the UK
- Security Clearance to NPPV/2, or Non-Police Personnel Vetting to Level 2 required to be undertaken
- Experience working within a helpdesk environment.
- High understanding and experience of Microsoft Office software packages.
- Experience in a Senior Helpdesk Role, with line management responsibility is essential.
- High level of IT and systems literacy, including excel
- Geographical knowledge within the UK is advantageous.
- Technical knowledge within the M&E industry beneficial.
- Sound understanding of planned maintenance requirements and our legal requirements/obligations.
- Demonstrate strong commercial understanding.
- Experience in using CAFM or other management systems
Personal Attributes:
- High attention to detail and accuracy.
- Strong work ethic and drive for performance improvement and quality.
- Excellent team motivator and communicator.
- Collaborative approach to problem-solving.
- Excellent Leadership Skills.
- Organisation and time management.
Ability to work under pressure and tight deadlines.
Benefits
- Wide range of retail discounts
- Discounted gym membership
- Join our Cycle to Work scheme
- Access to "CHROMA", our internal colleague-led diversity and inclusion community – join a committee or take part in our events
- Access to internal Mental Health First Aiders
- Immediate access to "Opportunity" our internal Learning and Development platform
- Required professional membership fees paid for
- Win monthly Atalian Servest Superstar Awards
How to apply
If you are interested to join a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply!
Alternatively, if you know someone whom you feel would be a good fit for this vacancy, click the link below to refer them and you could win up to £500! (T&Cs apply)
https://b/form/f3343c912a8643b69cfdc89dc2bbba8f