FM Team Leader (Operations) - Helpdesk
Salford
Temp-to-Perm
£32,000 - £34,000 (depending on experience)
Monday - Friday 40 hours per week
We're recruiting on behalf of a well-established FM organisation for an experienced Team Leader (Operations) to support the day-to-day running of a fast-paced Command / Service Centre environment.
This is a hands‑on leadership role focused on people management, performance, coaching, quality, and process improvement. You'll oversee a team of administrators and schedulers, ensuring policies and procedures are followed and that contractual KPIs and internal targets are consistently achieved.
The Role
As Team Leader (Operations), you'll be responsible for the daily functional management of the Command Centre, ensuring service is delivered efficiently and to a high standard. You'll proactively engage, motivate, coach and develop your team, acting as the first point of escalation for operational queries and issues.
Key Responsibilities
* Deputise for the Operations Manager when required
* Act as the initial point of escalation for Command Centre Operators
* Monitor and manage workloads, ensuring tasks are delivered within required timescales
* Conduct monthly 1:1s and quarterly performance reviews, documenting actions and development plans
* Maintain training documentation and complete training needs analysis to support individual and business requirements
* Identify service needs, process improvements, opportunities and weaknesses, acting as a key customer/staff interface
* Support rollout of agreed processes and implement changes to working methods and procedures
* Establish and maintain excellent customer relationships (internal and external)
* Ensure compliance with company policies, procedures and ethical principles
About You
Essential:
* Minimum 3 years' experience in a Contact Centre / Service Centre / Command Centre environment
* Experience working for a facilities management company or similar
* Proven experience in people leadership and running teams effectively
* Strong coaching and development capability (individuals and teams)
* Advanced IT skills in Microsoft Excel and Word
* Strong analytical and decision‑making skills
* Customer‑focused, responsive and professional
* Strong attention to detail and a proactive "self‑starter" approach
* Demonstrated experience implementing, evaluating and improving business processes
Performance Measures (KPIs)
Your performance will be evaluated against:
* Monthly performance reviews and coaching plans for each team member
* Team quality/target achievement (minimum 85% of agreed targets during the performance cycle)
* Contribution of process improvement ideas each cycle (agreed with the Operations Manager)
Apply
If you're interested, please submit your CV or call Jess on 01618869670 for more information.
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