Job Description

A fantastic opportunity for a Team Leader to come and join our client based in Harlow.

The Business Services Administration teams provide end to end administrative support for our contract portfolio`s to assist our business in the delivery of service excellence for reactive, remedial and planned maintenance works. Responsibilities include initial call triage, allocating service jobs to the appropriate skill set based on discipline and contractual priority/response SLA, scheduling appointments with tenants, engineer diary scheduling and day to day management, work status updates to clients and residents, updating client based portals, liaising with 3rd party suppliers and internal customers to ensure calls are attended and resolved within a timely manner.

The Business Services Team Leader has excellent customer service, planning and organisational skills fulfilling the role of a Team Leader to a high level; is responsible for the daily leadership, work instruction, communication, target setting and direction of the team; liaises closely with the other Business Services teams to ensure all works are delivered to time, cost effectively, to quality standards and client KPI requirements; supports the Head of Business Services with the identification and implementation of continuous improvement measures across the team.

To lead a team of Administrators providing clear communication around service needs, detailing timescales and KPI reporting, to follow-up and check individual and team performance; provide support and guidance when required to deliver the overall team and departmental performance.
To support the Business Services Supervisor to deliver a high quality Administration function which underpins the overall delivery of engineering service excellence to our Clients.
Accountable for liaising with Contract and Engineering Teams and delivering daily reporting requirements of the team including Contract performance, Engineer diary scheduling, PPM reports to Tesseract & Portals etc.
Accountable for delivering Customer service excellence at all times through professional telephone contact and written correspondence with Clients and residents.
Responsible for developing and maintaining excellent working relationships with the engineering teams at all times

Overall accountability for the teams allocated contract administration from receipt to conclusion (including report clear down) within agreed timescales and client SLAs- addressing issues arising with engineers as necessary.
Overseeing and escalating contracted service delivery issues to the Business Services, Engineering and Contract Management Teams once satisfied the Administrator has undertaken all aspects of client call and engineer scheduling to standard within timescales.
To undertake twice daily, or more if required, status meetings/updates on the administration team performance, work allocation and instruction, KPI achievement and resourcing issues to ensure no compromise to service.
Overall responsibility for the allocated contracts client portal interface in `real time` to provide client confidence, satisfaction and accurate Portal KPIs for Contract Manager Client meetings, based on the Administrators system processing.
Liaison and supervision of the reactive, remedial and planned maintenance central processes for all contracts in remit, from the point of receipt undertaken through to review, action and Tesseract/Portal closure, through the team.

Hours of work are Monday to Friday from 8.30am to 5pm with half an hour for lunch. 20 days holiday, free parking and much more!

For further details please call Sarah or Chanel on 01245 493533 or email your CV