CANDIDATE BRIEF. Support Services Team Leader, Facilities Directorate

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1 CANDIDATE BRIEF Support Services Team Leader, Facilities Directorate Salary: Grade 64 ( 26,495 31,604 p.a.) Reference: FDEST1114 Closing date: 29 May 2018

2 Support Services Team Leader Facilities Directorate Are you customer focussed and excited about delivering an outstanding service to customers? Do you have experience of managing a large team of administrators? Do you want to join a team providing a vital service across a busy University campus? The Facilities Directorate (FD) is the largest provider of services to University staff and students on campus, employing approximately 1,200 staff bringing together, Residential Services, Sustainability, Commercial and Campus Support Services and Estate Services. This role will manage three teams who provide a range of administrative support functions, predominately to Estate Services but also the wider FD. You will be responsible for the service delivery, management, and development of a large team of administrative staff, who provide support to Estate Services, Car Parking and to the FD Building. You will ensure that the team continually provides excellent levels of customer service in this high-profile area. The role requires a hands-on operational approach and high levels of organisational and communication skills. You will be an excellent Team Leader with extensive, proven experience in managing a large team of administrators, within a Facilities Management or Customer Service environment. You will possess excellent communication and interpersonal skills with a confident and professional approach, in some times sensitive situations. You will have experience of working with a wide range of internal and external stakeholders to build, maintain and develop working relationships. What does the role entail? As a Support Services Team Leader, your main duties will include: Developing the Support Service teams in line with the Facilities Directorate Strategic objectives. This will involve the development and implementation of the operational business plan and taking responsibility for monitoring the performance against the business plan, making recommendations for changes and improvements to the Support Service Manager, as appropriate;

3 Managing and motivating a large team of administrative staff, with responsibility for recruitment, performance management, staff review, development, training and pastoral care; Providing leadership and direction to team members, ensuring that they are aware of how their roles and activities align with operational and strategic objectives. Developing the team through the sharing of knowledge, expertise, information and the explanation of policies and procedures; Working together with the Support Service Manager ensuring a consistent, cohesive approach and that the required service level standards are achieved. This will involve setting and monitoring service standards via Key Performance Indicators; Participating in various working groups, explaining regulations, policies and procedures, ensuring the service delivers a high level of customer service to a wide range of customers; Working with the Support Service Manager to manage and monitor the budgets for the teams in order to ensure that a value for money service is achieved; Collating customer feedback via surveys and mystery shops and sharing information with the teams, ensuring any actions are implemented quickly in order to ensure excellent customer service is delivered at all times; Managing and supporting the teams through process changes; for example, the introduction of a new CAFM system, new customer chase-up processes, document management on a new system and a new travel booking process; Manage University Car Parking, ensuring that PCN administration is actioned in a timely manner, presenting cases to the parking panel and communicating outcomes to customers. These duties provide a framework for the role and should not be regarded as a definitive list. Other reasonable duties may be required consistent with the grade of the post. What will you bring to the role? As a Support Services Team Leader, you will have: Excellent written and verbal communication skills, with the ability to communicate with a wide variety of people on a range of issues, sometimes of a sensitive nature;

4 Extensive experience of managing a large team of administrative staff, in a customer service or Facilities Management environment; Extensive IT skills including a strong working knowledge of Microsoft Word, Excel, Outlook and PowerPoint, with experience of writing reports to inform decision making; The ability to build, maintain and develop effective working relationships, with experience of attending and contributing to working groups; Excellent organisational skills with an ability to prioritise, plan and organise own and others workloads effectively, often with competing deadlines; A proven ability to apply sound judgement and decision making to a variety of situations and problems, taking accountability for own actions and the consequences; A commitment to continuous improvement through the development of processes and procedures, to ensure that the service is exceeding SLA s and KPI s. You may also have: Experience of working with or managing a Helpdesk/Reception team; Experience of monitoring budgets and contributing to decisions which have a direct impact upon achieving value for money; Experience of working with a CAFM system. How to apply You can apply for this role online; more guidance can be found on our How to Apply information page. Applications should be submitted by (UK time) on the advertised closing date. Contact information To explore the post further or for any queries you may have, please contact: Majid Khan, Support Service Manager Tel: +44 (0) m.m.khan@leeds.ac.uk

5 Additional information Working at Leeds Find out more about the benefits of working at the University and what it is like to live and work in the Leeds area on our Working at Leeds information page. Candidates with disabilities Information for candidates with disabilities, impairments or health conditions, including requesting alternative formats, can be found on our Accessibility information page or by getting in touch with us at Criminal record information Rehabilitation of Offenders Act 1974 A criminal record check is not required for this position. However, all applicants will be required to declare if they have any unspent criminal offences, including those pending. Any offer of appointment will be in accordance with our Criminal Records policy. You can find out more about required checks and declarations in our Criminal Records information page.