What will be my core responsibilities?
To support the Head Service Delivery and supervise efficient running of Service Delivery Teams. Providing excellent customer service and support to our clients, Account Managers, and our supply chain partners. Focusing on the daily management of the Service Delivery Team’s performance and delivering or exceeding our customer SLA’s, KPIs along with set targets and objectives.
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Direct line reports for Contract Support.
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Identify issues and pro-actively offer solutions to improve performance.
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Accountable for the effective supervision of the Service Delivery Team, ensuring calls are answered, calls logged accurately and promptly within timescale set, that all information held within our internal CAFM system is correct, procedures are written and that the processes are followed.
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Completing checks to ensure accuracy of tasks and real time position. Reporting on Team stats and targets set by Head of Service Delivery.
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Have a comprehensive understanding of all FM Contracts.
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Use analytical skills to monitor call handling performance and productivity, take action to resolve any issues.
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Ensure an excellent standard of customer service is always delivered.
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Ensure that the Service Delivery Team are adequately skilled and that all training requirements identified are completed.
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Develop working relationships & improve communication with the Service Delivery Team.
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Develop strong working relationships with our FM clients, Management team, Account / Contracts Managers, LS Engineers and supply chain.
- Cover Head of Service Delivery duties when required.
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To manage expectations and timelines for the customer and all internal stakeholders through clear communication
- To assist Account Managers / Contracts Managers to provide support with tracking and closing individual cases as and when the business requires.
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To ensure all documentation meet with the business process requirements, company compliance standards and company associated guidelines.
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Carry out Ad hoc duties as assigned by Head of Service Delivery.
What skills and experience do I need to be successful in this role?
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Recognised trade qualification or management qualification in FM.
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5+ years of experience in service delivery, operations management, or a similar.
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Proven leadership experience in managing teams across multiple locations.
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Strong problem-solving, decision-making, and project management skills.
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Excellent communicator at all levels, both internally and externally.
We are an equal opportunities employer committed to creating a diverse and inclusive environment and welcome applications from all suitably qualified candidates.
