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Role Overview: Team Leader (Mitie)

Location: T2 Trinity Park, Birmingham, B37 7ES
Contract: Permanent, Full-time
Hours: 40 hours/week on a rotating shift pattern (7:00 am to 7:00 pm)
Key Responsibilities Team Leadership & People Management
* Lead and mentor a team to achieve set targets and maintain exceptional customer service.
* Ensure effective delegation of tasks and manage performance through 1-to-1 meetings and regular feedback.
* Manage all aspects of people management, including recruitment, HR welfare, sickness, and annual leave.
* Support the team in meeting KPIs and SLAs, addressing any issues or performance gaps.

Operational & Compliance Management
* Oversee reactive work orders and monitor completion against contractual SLAs.
* Ensure all engineer and subcontractor paperwork is processed according to audit requirements.
* Manage reactive actions and business-critical workflows to ensure continuity of service.
* Ensure tasks are being delivered in line with SFG20 and NEC3 guidelines.
* Monitor supply chain performance and work with suppliers to ensure contracts are fulfilled on time.

Customer & Stakeholder Engagement
* Respond effectively to customer queries and complaints, applying appropriate mitigations.
* Represent the team in stakeholder meetings and conference calls.
* Maintain clear, open communication with internal teams and external clients.

Training & Development
* Provide ongoing training, coaching, and process improvements to the team.
* Ensure that all team members adhere to Mitie's standards and continuously develop their skills.

Other Responsibilities
* Manage the purchase orders raised by the team, ensuring financial and commercial awareness.
* Take on additional tasks as delegated by the Service Delivery Manager.

Skills & Experience We're Looking For Essential Experience
* Proven leadership experience, ideally in a customer service, call centre, or helpdesk environment.
* Ability to manage and motivate teams to meet and exceed performance targets.
* Experience managing KPIs and SLAs, ensuring teams meet contract expectations.
* Experience in mentoring and performance managing others to achieve team success.

Technical/Operational Expertise
* Knowledge of Facilities Management (FM) processes, though FM-specific experience is not essential.
* Familiarity with SFG20, NEC3 guidelines, and building services maintenance.
* Proficient with complex IT systems, capable of analysing and reporting effectively.

Communication & Problem Solving
* Strong communication skills for internal and external interactions.
* Ability to develop positive relationships with clients, third parties, and peers.
* Methodical and solution-oriented approach to managing issues and escalations.

Desirable
* A Full UK Driving Licence for potential client visits.
* Proven leadership experience, ideally in a customer service, call centre, or helpdesk environment. * Ability to manage and motivate teams to meet and exceed performance targets. * Experience managing KPIs and SLAs, ensuring teams meet contract expectations. * Experience in mentoring and performance managing others to achieve team success. Technical/Operational Expertise * Knowledge of Facilities Management (FM) processes, though FM-specific experience is not essential. * Familiarity with SFG20, NEC3 guidelines, and building services maintenance. * Proficient with complex IT systems, capable of analysing and reporting effectively. Communication & Problem Solving * Strong communication skills for internal and external interactions. * Ability to develop positive relationships with clients, third parties, and peers. * Methodical and solution-oriented approach to managing issues and escalations. Desirable * A Full UK Driving Licence for potential client visits.