Customer Services Team Leader

Leeds, Yorkshire
NG Bailey

Customer Services Team Leader

Leeds / Hybrid

Permanent

Competitive + Flexible Benefits

Summary

Freedom are currently recruiting for a Team Leader to be based in our Leeds office, LS11 (free parking available on site). Working as part of the HV Maintenance division the Team Leaders role is the day-to-day supervision and support of the FPD Customer Services Team members’ performance in line with the qualitative and quantitative needs of the department. The Team Leader is responsible for maintaining high performance within the team and ensuring a high level of customer service is delivered at all times.

Some of the key deliverables in this role will include:

The Team Leader will:

• Support the 600 HVM division in the delivery of its objectives and the NG Bailey Group vision and strategy.
• Provide leadership and guidance, advice, coaching and direct support to team members, where required.
• Develop best practice processes for training, assessment, and recognition/reward, ensuring to set a best practice example at all times.
• Deliver effective business communication through advice, review, leadership and team meetings.
• Analyse internal and client management information to drive priorities within the team to ensure delivery of Key Performance Indicators (KPIs), ensuring the information held is accurate and up to date at all times.
• Conduct On-boarding and Induction activities for new starters, documenting progress throughout probationary periods with the support of the Business Improvement Manager.

What we’re looking for:

• Manage and maintain service delivery (PPM/Reactive/Other) on contracts/areas ensuring delivery of Client Service Level Agreements (SLAs) and KPIs are met.

• Monitor performance and productivity fairly and consistently across the team, addressing matters accordingly and sharing work, escalating to Business Improvement Manager where appropriate.

• Monitor, evaluate and review all KPI’s, Learning & Development objectives and Quality Assurance in conjunction with the Business Improvement Manager.
• Attend client meetings as required, ensuring minutes are accurately captured and distributed in a timely manner with actions clearly identified and allocated and reviewed/closed/escalated as required.
• Support the team where necessary by carrying out daily tasks, but also when staff are training, or their workload means they require additional assistance.

• To ensure sufficient cover is maintained by the FPD Team across the operational hours of the division.

• Manage escalations raised within the team, working with the Business Improvement Manager to analyse root cause and identify corrective action, ensuring training is carried out throughout the team to prevent recurrence.
• Regular review/reporting from Joblogic to ensure quick turnaround of jobs and to identify and address any issues promptly, as well as identifying priorities for the team and ensuring these are shared accordingly and acted on.

• Following up on quotes sent to customers, obtaining feedback where appropriate and escalating any lost business to the Business Development Manager.

• Ensure new and renewal contracts are set up quickly and accurately to avoid delays with contracted visits.

• Review of forward planned work to achieve productivity targets (weekly planning meetings).
• Daily review of system reports and appropriate actions taken relating to the planner (Moved Visits, Cancelled, and Aborted visits, Completed jobs) to ensure productivity remains optimised and things aren’t missed.

• Support the team with AROC ensuring the division is within target, ensuring action is taken where needed and escalated as required.
• Support the team with the blocked invoice report to ensure adequate and prompt attention is given to keep the list to a minimum and escalated as required.
• Weekly debt call to ensure aged and disputed invoices are monitored and disputes are resolved in a timely and satisfactory manner and escalated as required.
• Contribute to HVM Operations Director reporting requirements, and client reporting requirements, and when required any other data collation for reporting purposes.

• Periodic review of procedures with Business Improvement Manager to drive improvement and to ensure the FPD Team delivers services in a consistent manner.
• Support objectives set up for the FPD team members and support periodic performance review meetings.
• Hold regular Team Meetings to ensure any changes/updates are communicated along with relevant information sharing.
• Support recruitment and induction process and training of new members of the FPD Team along with ongoing training and support as/when required.

• To develop strong working relationships with other business units/departments to support the effective and efficient delivery of services to clients.
• Carry out any other ad hoc tasks as required by the business

Benefits:

We’re always evolving our benefits to ensure we’re attracting and retaining great people. Some of what you can expect includes:

• Salary sacrifice car scheme (Hybrid/Electric Vehicle)
• Pension with a leading provider and up to 8% employer contribution
• Up to 25 days holiday
• Personal Wellbeing and Volunteer Days
• Private Medical Insurance
• Free 24/7 365 Employee Assistance Program to support mental health and well-being (including counselling sessions and legal advice)
• Flexible benefits to suit from Dental Insurance, Gym Memberships, Give As You Earn, Travel Insurance, Tax Free Bikes.
• Personal development programme

Next Steps:

As a business, we’re on a journey to build on our culture where everyone is included, treated fairly and with respect. This starts with recruitment and how we bring people into the organisation.

We’ll do our best to outline the recruitment process to you ahead of time with plenty of notice. If you require any accommodations to participate in the application or interview process, please let us know and we will work with you to ensure your needs are met. About Us

Freedom are part of the NG Bailey Group, one of the leading independent engineering and services businesses in th