Position: Customer Service Team Leader (Backshift) Salary: £28,641.60 per annum Location: Glasgow | Office Based Role Hours: 37.5 hours per week Shifts: Monday - Friday Shift Patterns: Between the hours of 12pm-10pm, primarily 2.00pm – 10.00pm Benefits: 33 days holiday, Company pension scheme up to 5% match, BUPA (single cover) Health Insurance, retail discounts We are advertising this Customer Service Team Leader role on behalf of our client, a national leader in the facilities management space. JOB PURPOSE The Helpdesk Team Leader role is to effectively lead a team of operators, ensuring the provision of and smooth-running facilities management service to partner stores in line with agreed KPI’s and SLA’s. RESPONSIBILITIES * Manage team daily performance ensuring action taken as required and any follow up required is carried out in a timely manner * Monitor new screen and wallboard to ensure delivery of KPI’s, also ensuring delivery of KPI’s are prioritised above Admin duties * Conduct monthly, documented, 1-2-1’s and team meetings * Mentor and lead senior operators to ensure then can step up and support you in all aspects of the team leader role * Conduct return to work and disciplinary meetings (disciplinary meetings can only be conducted following successful completion of the company Disciplinary and Grievance 1 training course) * Assist Supervisors daily and familiarise yourself with their duties * Develop and motivate team members promoting City values * Reward and recognise good performance * Attend field cell Meetings when possible * Assist field managers with email requests and data reports * Support team members to ensure individual and team KPIs are achieved * To represent the Company in a professional and competent manner at all times and develop strong working relationships with key stakeholders within the organisation and partners * To visibly demonstrate enthusiasm and positive behaviour QUALIFICATIONS * Work towards the company qualification – Disciplinary and Grievance 1 * Previous experience of effectively leading a team is essential * Strong PC literacy, with experience using FM & telephony systems * Strong communication skills, both written and verbal * Strong results focus * Effective problem-solving and decision-making * Able to motivate self and others * Flexible approach to working hours To apply for this role please submit your full and up to date CV to Andrew Bridges at PDA Search and Selection