Equans is looking for a PPM Team Leader to join the HMCTS team working from our office in Stoke-on-Trent on a permanent basis.
This is a full‑time role of 40 hours per week. On offer is a competitive salary and benefits package. You will be leading the Stoke Regional Operations Centre (ROC) team to provide an efficient, effective and high‑quality helpdesk and business support service to all customers of the ROC.
The team is the first point of contact for a variety of facilities management requirements and administration which interfaces with onsite teams and clients (both internal and external) so excellent communication skills, organisational skills and commercial awareness are essential. With strong people management skills, customer focus and the ability to understand and interpret complex contractual requirements, the Team Leader will effectively manage day‑to‑day operations ensuring the team delivers a friendly and proactive service, effectively handling queries in accordance with contractual requirements.
The Team Leader will monitor and manage performance against contractual obligations, identify coaching opportunities and training needs, celebrate success and share best practice. They will maintain a robust quality assurance system to ensure service quality and levels are maintained at the highest standards. They will work collaboratively across the business to promote closer professional relationships, ensure service reviews are conducted timely, and ensure actions are followed up quickly and robustly.
The Team Leader will work closely with stakeholders (including Regional Managers, Subcontractors, Procurement, Technical Team and Auditors) to manage KPI's such as Continuous Improvement, Performance, Productivity and other contractual KPIs.
What Will You Deliver?
* Effective Team Management: Building a cohesive and motivated team, ensuring staffing is maintained in the Target Operating Model.
* Performance Management: Setting clear expectations, providing regular feedback, conducting performance reviews.
* Employee Development: Identifying training needs, providing opportunities for growth, coaching team members.
* Conflict Resolution: Resolving team conflicts and addressing performance issues promptly.
* Use of HR management tools to record absence and holidays.
* SLA Adherence: ensuring the team meets SLAs for response times, resolution rates, and customer satisfaction across contractual KPIs.
* Incident Management: Efficient handling and resolution of incidents and service requests.
* Problem Management: Identifying and resolving root causes of recurring issues.
* Knowledge Management: Maintaining and updating knowledge bases to improve problem‑solving efficiency.
* Process Improvement: Continuously identifying opportunities to streamline processes and improve efficiency.
* Work with CAFM lead to ensure schedules are up to date and aligned, highlight discrepancies.
* Work with the regional teams to ensure historical jobs are closed in a timely manner by attending an open works call each week.
* Deal with escalations raised by the Regional in relation to non‑delivery of work.
* Customer Focus: Prioritising customer needs and satisfaction.
* Effective Communication: Clearly communicating with internal and external customers, providing timely updates, and resolving issues professionally.
* Customer Relationship Management: Building strong relationships with customers and addressing their concerns.
* Stakeholder management including Regional Operations Teams, HMCTS, subcontractors, CAFM, Regional Technical Team, Auditors and procurement team.
* Working with the subcontractors to provide feedback to procurement for Supplier Relationship meetings.
* Liaise directly with HMCTS on any issues regarding complaints.
* Technical Knowledge: Staying updated on relevant technologies and industry.
* Access to mental wellbeing app.
Qualifications
* Minimum 1 year experience leading a frontline customer service team.
* Minimum 2 years experience in an FM helpdesk environment (desirable).
* Relevant professional qualification (customer service, facilities management).
* Excellent communicator.
* Experience of leading and motivating a team to deliver the best customer experience whilst operating within defined contractual obligations.
* Confident performance manager.
* Good level of operating knowledge of Microsoft Office 365 applications.
* Good level of operating knowledge of CAFM systems and analytical tools such as Maximo, Coupa, BI Launchpad.
* Strong people manager, calm under pressure, approachable, interested in developing team members.
* BPSS clearance check required; ability to pass is essential.
* Right to work in the UK.
* Disclosure check may be required.
Benefits
* Competitive salary and benefit package.
* 24 days annual leave (+ public holidays).
* Life cover equivalent to 1.5 times annual salary.
* Employee discount shopping schemes on major brands and retailers.
* Gym membership discounts.
* Cycle to work scheme.
* Holiday purchase scheme.
* 2 corporate social responsibility days per year.
* Broad range of learning opportunities such as professional qualifications, collective/individual training and personalised support programmes.
* Attractive employee referral rewards scheme.
* Access to growing employee networks.
* 24/7 Employee Assistance Program.
We encourage applications from women, ethnically diverse individuals and people with disabilities, along with all candidates who identify with protected characteristic groups under the Equality Act 2010.
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