Customer Service Team Leader

Job Overview

• The Customer Service Team Manager

  is responsible for leading the day-to-day operations of the Help Desk within Mitie Technical Services, ensuring the efficient management of customer requests, reactive maintenance activities, planned works coordination, and service delivery performance across multiple client contracts.

  The role is accountable for driving operational excellence, achieving contractual service levels, developing a high-performing team, and ensuring a positive customer experience through effective resource management, performance coaching, and stakeholder engagement.

  The Team Manager will act as the first line of leadership within the Help Desk, maintaining service continuity while supporting operational improvement initiatives and embedding Mitie's values, governance standards, and customer-centric culture.

Main Duties

• Operational Management

  Lead and manage a team of Help Desk Advisors to deliver exceptional service to internal and external customers.
  Ensure all reactive and planned work orders are accurately logged, prioritised, dispatched, and monitored through to completion.
  Manage workflow allocation and resource utilisation to achieve contractual performance targets.
  Monitor service levels, response times, and resolution performance, taking proactive action to address risks.
  Ensure effective incident management and escalation processes are followed.
  Support business continuity requirements and operational resilience planning.
  Drive consistency and compliance across all Help Desk processes and procedures.

• People Leadership

  Provide visible leadership and direction to the Help Desk team.
  Conduct regular one-to-one meetings, performance reviews, and coaching sessions.
  Create development plans to support colleague growth, engagement, and succession planning.
  Manage attendance, wellbeing, employee relations matters, and performance concerns in line with company policies.
  Foster a culture of accountability, teamwork, continuous improvement, and customer focus.
  Support recruitment, onboarding, and training of new team members.
  

  Customer & Stakeholder Management

  Build strong relationships with clients, operational teams, engineers, and key stakeholders.
  Act as an escalation point for customer concerns, service issues, and complaints.
  Ensure customer expectations are understood and effectively managed.
  Support contract teams in delivering service excellence and contractual commitments.
  Promote a customer-first approach across all interactions.
  Performance & Reporting

  Monitor and analyse operational performance against KPIs and SLAs.
  Produce and present performance reports, trends, and improvement recommendations.
  Manage team productivity and quality assurance activities.
  Identify service risks and implement corrective actions to improve performance.
  Support the delivery of contractual and business objectives through effective performance management.
  Continuous Improvement

  Identify opportunities to improve Help Desk processes, systems, and customer experience.
  Lead and support operational improvement projects.
  Promote digital solutions and process automation opportunities where appropriate.
  Drive efficiencies while maintaining service quality and compliance standards.
  Share best practice across the wider Technical Services Operations Centre.
  Compliance & Governance

  Ensure adherence to Mitie policies, contractual obligations, and regulatory requirements.
  Maintain accurate records and data integrity within operational systems.
  Support audit activities and implement corrective actions where required.
  Ensure all activities are conducted in accordance with health, safety, and information security requirements.
  Key Performance Indicators

  SLA and KPI achievement.
  Customer satisfaction scores.
  Quality assurance results.
  Employee engagement and retention.
  Productivity and utilisation metrics.
  Incident resolution performance.
  Escalation management effectiveness.

  
  

What we are looking for

• Experience managing teams within a Help Desk, Service Desk, Contact Centre, FM, or Technical Services environment.
  Proven ability to lead, motivate, and develop operational teams.
  Strong understanding of customer service and service delivery principles.
  Experience managing performance against KPIs, SLAs, and contractual requirements.
  Excellent communication and stakeholder management skills.
  Strong problem-solving and decision-making abilities.
  Ability to work effectively in a fast-paced, high-volume environment.
  Competent in Microsoft Office applications and operational management systems.
  Experience handling escalations and customer complaints.
  Experience within Facilities Management, Technical Services, or Engineering environments.
  Knowledge of CAFM systems such as Concept, Maximo, SAP, ServiceNow, or similar platforms.
  ILM Leadership qualification or equivalent.
  Knowledge of continuous improvement methodologies.
  Customer Focused
  Leadership & Accountability
  Results Driven
  Problem Solving
  Collaboration
  Resilience
  Operational Excellence
  Desirable

  Behaviours & Competencies

  Continuous Improvement
  Communication & Influence