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Service Delivery Team Leader

Lancer Scott -
Bristol

Apply Now

Job details

Full-time
£30,000 a year
8 days ago

Qualifications

Facilities management
Analysis skills
Mentoring
Communication skills
Help desk

Full job description

Why work for us?

Established in 1998 Lancer Scott offers renowned high-quality construction projects and facilities management services, often competing and winning work from our much larger competitors. We are based in the heart of Bristol and have enjoyed significant success, particularly in the last 4 years with turnover increasing from £56 million in 2020 to £125 million in 2025.

To ensure our business remains fully supported we are investing into our people strategy and infrastructure to give our employees the tools to perform to the best of their ability. If you would like to join a rapidly expanding business that can offer up good opportunities for career development and professional personal growth, you should apply today and let’s talk.

Job Details

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.

Accountable for the effective supervision your 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.
Conduct regular call monitoring to assess quality and provide feedback and coaching
Analyse call handling performance and productivity and take action to resolve any issues.
Ensure you’re your team are meeting / exceeding contract requirements, and manage expectations and timelines for the customer and all internal stakeholders if timelines are going to slip.
Conduct monthly 1:1s, mentoring team members, targets & objective setting and absence management.
Complete checks to ensure accuracy of tasks and real time position, reporting on Team stats and targets set by Head of Service Delivery.
Prioritise daily tasks and raise any concerns with the Head of Service Delivery - Acting as a point of escalation.
Highlight client concerns or potential delays to the Head of Service Delivery / Account Mangers.
Provide support on analysing and managing customer support issues via telephone/email where required.
Ensure you have a clear understanding of the services we provide for our clients in all aspects relating to work order management.
Assist Account Managers / Contracts Managers to provide support with tracking and closing individual cases as and when the business requires.

What do I need to be successful in this role?

Demontrable experience in a call centre/helpdesk environment
Experience mentoring, coaching, training and developing team members
Knowledge of provision of Facilities Management Services and what this entails.
Well developed communication skills and able to work collaboratively with a range of stakeholders
Good analytical ability with a commercial mindset
Confident user of different systems and comfortable working with large datasets and pulling reports
A flexible and adaptable approach to work, and able to make sound decisions regarding priorities

We are an equal opportunities employer committed to creating a diverse and inclusive environment and welcome applications from all suitably qualified candidates.

Building Communities at Lancer Scott

At Lancer Scott, we’re committed to giving back through hands-on support, funding, and partnerships that create lasting impact. We've helped deliver projects like East Street Mews, providing housing for young homeless people, and revitalised community spaces such as the East Looe Hub and a Scouts hut in Gloucestershire. Our partnership with Community of Purpose enables us to support initiatives like the Bristol Young Heroes Awards and the Break Free Programme, giving young people opportunities to thrive.

Join us at Lancer Scott, where your work helps strengthen communities.

Apply Now

Refine Your Search

construction team leader jobs in chilcompton, som

Service Delivery Team Leader

Quality Management Lead

Project Team Manager - 34334

Quality Management Lead: Civils

Off Site Delivery Lead

Hydropower Lead

Quality Management Lead: Civils

Ingénieur Projet - Package Lead H/F - Axima Nucléaire

SPS QA/QC Lead

HVAC Mechanical Construction Lead

Quality Management - Civils Lead

Quality Management Lead

Electrical Construction Lead

Engineering Sequence Lead

Hydraulic Modelling Lead

Process Engineering Design Lead

Technical Design Lead- Data Centres

JDO Electrical Operational Lead

Lead Electrical Engineer

Technical Director, Capture Management Lead - Water

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