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.