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 working 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, organisation 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 the day‑to‑day operations ensuring the team delivers a friendly and proactive service, effectively handling queries and managing them in accordance with contractual requirements.
The Team Leader will be expected to monitor and manage performance against the wide‑ranging contractual obligations, identifying coaching opportunities and training needs as well as celebrating success and sharing best practice. They will need to maintain a robust quality assurance system to ensure service quality and levels are maintained at the highest standards.
The Team Leader will be expected to work collaboratively across the business to promote closer professional working relationships, ensure service reviews are conducted in a timely manner 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 a breadth of KPIs including Continuous Improvement, Performance, Productivity and KPIs.
What will you deliver?
* Effective Team Management: Building a cohesive and motivated team, as well as ensuring staffing is maintained in the Target Operating Model.
* Performance Management: Setting clear expectations, providing regular feedback, and conducting performance reviews.
* Employee Development: Identifying training needs, providing opportunities for growth, and coaching team members.
* Conflict Resolution: Resolving team conflicts and addressing performance issues promptly.
* Use of HR management tools to record absence and holidays.
* Service Level Agreement (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. To deal with any escalation 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 to complaints.
* Technical Knowledge: Staying updated on relevant technologies and industry trends.
* Problem‑Solving Skills: Diagnosing and resolving more complex issues.
* System Proficiency: Effectively using helpdesk software and other relevant tools.
* Performance Reporting: Generating accurate and timely reports on team performance, key metrics, and service levels.
* Data Analysis: Analysing data to identify trends, bottlenecks, and areas for improvement.
What can we offer you?
* 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 our growing employee networks.
* 24/7 Employee Assistance Programme and access to mental wellbeing app.
Who are you?
* Minimum 1 year’s experience of 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 with an interest in developing team members.
BPSS clearance check is required; ability to pass is essential.
For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a relocation package with this job role. Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements.
As part of our commitment to better reflect the markets within which we operate, 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.
We are committed to delivering a culture where everyone's voice is heard and supported. Diversity and inclusion is at the core of what we do, and you will find a welcoming and open workplace where you're supported and encouraged to be your true self at work.
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