Role Overview: Team Leader (Mitie)
Location: T2 Trinity Park, Birmingham, B37 7ES
Contract: Permanent, Full-time
Hours: 40 hours/week on a rotating shift pattern (7:00 am to 7:00 pm)
Key Responsibilities
Team Leadership & People Management
Lead and mentor a team to achieve set targets and maintain exceptional customer service.
Ensure effective delegation of tasks and manage performance through 1-to-1 meetings and regular feedback.
Manage all aspects of people management, including recruitment, HR welfare, sickness, and annual leave.
Support the team in meeting KPIs and SLAs, addressing any issues or performance gaps.
Operational & Compliance Management
Oversee reactive work orders and monitor completion against contractual SLAs.
Ensure all engineer and subcontractor paperwork is processed according to audit requirements.
Manage reactive actions and business-critical workflows to ensure continuity of service.
Ensure tasks are being delivered in line with SFG20 and NEC3 guidelines.
Monitor supply chain performance and work with suppliers to ensure contracts are fulfilled on time.
Customer & Stakeholder Engagement
Respond effectively to customer queries and complaints, applying appropriate mitigations.
Represent the team in stakeholder meetings and conference calls.
Maintain clear, open communication with internal teams and external clients.
Training & Development
Provide ongoing training, coaching, and process improvements to the team.
Ensure that all team members adhere to Mitie's standards and continuously develop their skills.
Other Responsibilities
Manage the purchase orders raised by the team, ensuring financial and commercial awareness.
Take on additional tasks as delegated by the Service Delivery Manager.
Skills & Experience We're Looking For
Essential Experience
Proven leadership experience, ideally in a customer service, call centre, or helpdesk environment.
Ability to manage and motivate teams to meet and exceed performance targets.
Experience managing KPIs and SLAs, ensuring teams meet contract expectations.
Experience in mentoring and performance managing others to achieve team success.
Technical/Operational Expertise
Knowledge of Facilities Management (FM) processes, though FM-specific experience is not essential.
Familiarity with SFG20, NEC3 guidelines, and building services maintenance.
Proficient with complex IT systems, capable of analysing and reporting effectively.
Communication & Problem Solving
Strong communication skills for internal and external interactions.
Ability to develop positive relationships with clients, third parties, and peers.
Methodical and solution-oriented approach to managing issues and escalations.
Desirable
A Full UK Driving Licence for potential client visits.