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Overview
We are looking for a professional, welcoming and experienced Team Leader to join our team.
The Senior Team Leader will assist with daily operational delivery and planning of the FOH team, including support for the Soft Service Manager with tasks in housekeeping, FOH, reception and switchboard. The role covers managing absenteeism, champions best practice, drives continuous improvement, and ensures compliance with policies and contract SLAs.
Key Responsibilities
* Oversee the front‑of‑house team covering cleaning, meeting room and event planning.
* Ensure all contracted hours are covered, manage absences and ensure a well‑organised Mitie team.
* Provide induction and training to new starters and agency staff, ensuring all mandatory e‑learning is up to date.
* Effectively manage overtime, holidays and agency support to minimise costs and disruption.
* Ensure all team members are trained and have up‑to‑date risk assessments, method statements, SSWPs and SLAs.
* Maintain HR issues, staff rota, performance and absence management.
* Manage audit schedules and findings.
* Report to the Soft Service Manager on service levels, gaps, continuous improvement, occupancy, HR issues, payroll tracker and ad‑hoc reports.
Health and Safety Commitments
* Health & Safety is our number one priority. Every team member accepts responsibility for complying with client and Mitie policies.
* Be aware of and comply with all client and company health & safety procedures and standards (e.g., COSHH, uniforms & PPE, manual handling, fire procedures).
* Read and understand the Employee Guide to Working with Mitie.
* Complete all mandatory e‑learning and toolbox talks.
* Report health & safety issues to your manager.
Customer and Client Satisfaction
* Liaise with stakeholders to ensure accurate, efficient and appropriate service to customers.
* Be customer‑focused and proactively manage enquiries, feedback and future requirements.
* Demonstrate a ‘can‑do’ attitude towards customer requests and strive to exceed expectations.
* Maintain the highest level of customer service and operational standards across all services.
* Promptly deal with customer complaints, taking action to prevent recurrence.
Operational Excellence
* Continuously improve operations, streamline processes and collaborate to deliver positive customer experiences.
* Monitor, complete and close all logged jobs in a timely manner.
* Effectively manage performance, enhance talent and conduct regular job chats.
* Order consumables within budget, advise managers on cost savings and work with suppliers for best price.
Personal Specification
* Passionate about delivering excellent customer service in a busy corporate environment.
* Act with honesty, integrity and share best practice.
* Exceptional interpersonal skills in person and by phone.
* Commit to continuous learning and growth.
* Work under pressure while maintaining a positive professional attitude.
* Collaborate and demonstrate commitment to team objectives.
* Build effective relationships with a diverse group of individuals and stakeholders.
* Deliver results, take ownership and consistently exceed targets.
* Promote diversity and respect for all people.
* Good time‑management skills.
* Proficient in Microsoft Office Suite.
* Flexible working hours and environment.
Desired Requirements
* Experience in delivering excellent customer care.
* NVQ Level 2 or equivalent in Customer Service.
* IOSH trained.
Benefits
Our flexible benefits scheme includes a virtual GP, financial wellbeing assistance, a salary finance scheme, a choice platform (Choices) for dental, dining, coffee, technology products, high‑street discounts via MiDeals, a cycle‑to‑work scheme, life cover, save‑as‑you‑earn, a Mitie Matching Share Plan and Mitie Stars recognition with monthly cash prizes and a £10,000 year‑end prize.
About Mitie
Since 1987, Mitie’s 76,000 employees have maintained companies globally. We are the UK’s leading facilities management and professional services company, serving banks, government sites, hospitals and schools.
Join Our Team
Together our diversity makes us stronger. Apply now for the Senior Team Leader position.
We are committed to an inclusive, accessible recruitment process. If you require reasonable adjustments due to a disability or long‑term condition, please let us know.
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