Team Leader - Leeds, United Kingdom - Royal Mail Group

Royal Mail Group

Verified Company

Leeds, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job reference number
291581
Salary £24,800 (non-negotiable) per annum, potential 6% bonus, 20 days annual leave plus bank holidays
Pension scheme, on-site gym

Full time, 37.5 hours per week, Monday - Friday and rotational Saturday morning

Permanent

Leeds Mail Centre, Leodis Way, Stourton, Leeds, LS10 1AZ

Royal Mail Property & Facilities Management have a vacancy for a
Team Leader to first line manager a team of Customer Services Helpline Advisors within our 24/7 National Service Centre (NSC) in Leeds.

The role

The NSC Helpline Advisors deal with incoming fault reporting calls relating to Royal Mail Buildings and street furniture, our iconic post boxes.

From damaged post boxes, lighting issues, heating and faulty alarms, the Advisors log and deal with a variety of requests.

As Helpdesk Team Leader you'll lead, manage, coach and develop a team of Helpline Advisors and Admin Support to deliver the service for customers and stakeholders within the agreed service levels and quality.

You'll manage the performance of the team to ensure that they handle scheduling transactions to an excellent standard and in line with company quality standards and take ownership of the end-to-end delivery of work orders and KPIs.

With line manager responsibilities for a team of 12-15, you'll support the Team Manager through the management of the team by coaching and development ensuring they perform to their maximum potential in line with HR and operational policies and procedures.

You'll deliver team briefs, conduct monthly one to ones, performance reviews, provide coaching and where necessary, disciplinary hearings along with recognising and praising achievements.

Other duties include:

Monitor progress against the plan and takes ownership of escalations and incidents
Delegates work appropriately and encourages empowerment
Maintains accurate records to ensure the appropriate cover is provided across the attendance pattern
Is a member of the oncall management support (out of hours)

About you
You need to demonstrate the following skills and experience on your CV

Experience of managing and developing teams preferably in a Contact Centre or Facilities Management environment
Experience of training and developing a team
Excellent communication and organisational skills
Is quick to identify issues and shows initiative to resolve them through to completion
Experience of working with Microsoft Office packages, with excellent keyboard skills and a high level of accuracy
Ability to prioritise workloads and manage multiple tasks
A focus on ways to improve customer experience

Hours: 37.5 hours per week, between 06:00 - 18:00 Monday to Friday and Saturday 07:00- 11:00 on rota basis (1 in 3 Saturday)

You need to be flexible and participate on the On-Call Departmental support Manager escalation rota (out of hours availability, approx, once every 9 weeks)

Leeds Mail Centre is located just off the M1 and has on-site parking for its staff. It's within close proximity to the city centre and has frequent public transport links. There is an on-site gym and canteen facilities.

About Us

Royal Mail Property & Facilities Solutions is responsible for upgrading and safely maintaining one of the largest corporate real estates and property portfolios in Europe, with over 2,600 sites.

We pride ourselves in working to the highest standards of both technical assurance and customer service.

It's our job to support Royal Mail in being the best delivery company in the UK and that it is fit for delivering to 29 million addresses nationwide, six days a week.

Through our core delivery pillars of Real Estate & Value Generation, Property Programmes & Projects, and Workplace Services, Royal Mail Property & Facilities Solutions plays a key role in keeping the mail moving.

Royal Mail Property & Facilities Solutions employs 3000 employees and is owned by Royal Mail Group Ltd.

Interviews:
We plan to hold the interviews w/c 19th December at Leeds Mail Centre

RMG #LI-POST #yourcareerstartshere