Client services team leader - united kingdom, bromsgrove, worcestershire

client services team leader

competitive salary

bromsgrove

full time

reporting to the head of client services, you will be responsible for supporting end to end operational activity across the

client services team with close interaction to the scheduling and document production teams. working with the

wider business to achieve a high level of h&s compliance utilising our bespoke web-based property risk management system

meridian.

key activities

drive the team performance to improve both qualitative and quantitative outputspromoting and where possible identifying opportunities to improve the excellent service standards of william martin compliance.monitor and support all kpi reporting ensuring team members are providing daily focus to key sla’s & kpi’s to drive business efficiency.understanding and working in accordance with clients’ current practice and policy standards, having regard to client protocols and any guidance issued by individual account directors or technical account managers.maintaining good communications with scheduling, document production team, technical account managers and account directors.organise, plan and manage, as a minimum, monthly 1-21’s with all scheduling team members showing specific objectives and development needs that are supported and tracked regularly.through role model behaviours live the businesses vision and values.attend monthly operational meetings as requiredwork with peers across the business operations team to provide regular updates to the consultancy director / service directors as appropriate, regarding their field teams in respect of kpi performance and general operational activities / matterssupport the onboarding process with the new starters ensuring they have an active plan with specific instructions and timelinesconfidence and ability to deputise for head of client services when required and support other reporting team leaders.
personal attributes

professional, suitably qualified, competent and knowledgeable.organised and punctual individual with sound work ethics.honest, trustworthy and able to work with integrity.customer focused with excellent communication skills - listening, speaking and writing – able to build relationships with both clients and colleagues.ability to work on own initiative and pro-active approach to problem solving.
essential criteria

previous experience in a management role in a client/customer service operation.proficient it skills.good interpersonal skills.comfortable when dealing with clients both by telephone and email in a friendly, professional manner
desirable

knowledge of scheduling property management/facilities management activity.degree standard of education to include englishlean accreditation of 1a, 1b or 1c.

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