Team Leader - London, United Kingdom - Mitie

Mitie

Verified Company

London, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

As a Mitie FOH Team Leader you will ensure that both you and your team create an excellent first impression by demonstrating a high level of customer care, professionalism and engagement.

You will deliver to a high standard and adhere to the contract SLA's. This role is 40 hours per week 5 shifts over 7 days based in W1 and SW8.

Main Duties

Line management of the Client Service Team Members
Ensuring all team members always meet the Client brand standard
Coaching and monitoring to ensure standards are maintained
The FOH Team deliver an engaging memorable experience and always provide support
Signing in customer according to standard procedures
Ensure customer waiting times, daily task list and enquiries logs are accurately filled in and monitored
Announce customers as appropriate in line with the team agreement
Ensure CRM Leads are actioned and allocated and accurately updated
Liaising with Sales Team and keeping customers fully informed
Liaise with building cleaners, security, engineers, and facilities when required
Daily inspections of all showrooms, including equipment, lighting, fixtures, and fittings, reporting any issues to the Helpdesk UK
Responsible for building and maintaining professional relationships with Clients, Mitie employees and service partners
Completing monthly one to one, performance reviews and yearly appraisals for your team, in accordance with process
Ensure the allteam members always meet the standard operating procedure guidelines and adhere to the personal presentation policy
Assist with onboarding new starters, ensuring the client's new hires receive a professional and efficient welcome to their premises

Log any IT issues with the relevant IT department and troubleshooting to assist team members

Main point of contact for internal clients in terms of FOH requirements
Being part of the recruitment process and training new team members as required
Manage the rota hotline for the contract, being available to take calls and formulate cover plans 2 hours before start of shift
To use client operating systems in accordance with guidelines
To attend various meetings with the client, as/if required
To ensure the training manuals and SOP guides are updated and accessible
To ensure the Who's Who guide is maintained and updated monthly, can be delegated as required
To be flexible and cover in various departments and sites as required
Attend the weekly Leadership meetings, providing updates on the service, team, development
To support the Account Manager with any reasonable adhoc tasks that may be assigned
To carry out other duties or responsibilities that may from time to time be assigned by your manager
To understand and be able to support all positions within the contract
Responsible for understanding, following and driving company standards (i.e. Standard operating procedures)
Responsible for challenging when service excellence delivery falls below SLA / SOP / KPI
Informed knowledge of the contractual KPIs & SLAs
Engagement, culture & communication:
To be cross trained in various positions to be able to support those roles and able to provide cover when needed
To show responsibility to personal Health and Safety and encourage the same from your team

What we are looking for:

Experience of Managing a team
Excellent communication skills, both verbal and written
Professional and enthusiastic manner
To lead by example always and be a role model for the team
To take a leading role in your own personal development
To work in a flexible manner toward and changes/needs of the business
Ability to multitask and deal with your clients and customers in a professional manner at all times
Able to adjust quickly to new procedures and situations
Excellent customer service skills
Ability to communicate at all levels
Understanding and experience of Managing a Team (Essential)
Excellent Microsoft skills in Word, Excel and Outlook, (2010 version is desirable) IT literate (essential)
Flexible with traveling to Park Lane and Battersea
(including weekends)
Shift pattern 5 over 7 days including weekends and Bank Holidays, 40hr week
25 Days A/L
Salary £28,000