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BBC Service Desk -Team Leader

Our Values and Behaviours

An individual's belief in our values and behaviours is as important as their technical and/or professional knowledge, our job descriptions are written with these in mind.

• Innovate

o We look to the future and encourage and embrace new ideas to achieve better results.

• Thrive

o We act with confidence, remain positive at work and we learn from feedback.

• Deliver

o We work to understand our customers' needs, even in times of ambiguity, and take personal responsibility to deliver to our targets.

• Drive

o We analyse information to draw insights and conclusions and create our vision.

Position Overview

The TSOC is an integral part of Support Serves driving delivery across Mitie, which provides customer service and facilities management support to customers 24 hours a day, 365 days a year. We are committed to developing our staff through a culture of continuous learning and engagement and strive for an environment which demonstrates our commitment to the personal and professional growth of our employees.

Working as a Team Leader as part of the BBC Team (ring-fenced contract)within the National Service Centre you will be a central point of contact for customers and operational colleagues in the raising, allocation and completion of jobs. You're role will be to take full ownership of each customer request and know how to come up with the best solution in fast paced environment. Your excellent communication skills and service delivery will demonstrate a high level of accuracy and customer focus. You will have the opportunity to demonstrate your excellent customer service skills through range of access channels.

Working in a fast paced and challenging environment, with direct support from the Leadership Team and a wider customer operations network, you will have autonomy and responsibility to provide a first contact solution which meets our client's needs.

The role is based in the TSOC in Wythenshawe Manchester

Responsibilities –

• Manage and develop a team capable of delivering consistent service excellence.


• Ensure all customer contacts are dealt with in SLA and in line with standard processes


• Be prepared to manage the BBC Client and work-streams ensuring that client requirements are delivered to the required standards


• Equip the team to deliver a first time resolution through the use of tools, coaching/training and real-time feedback


• Deliver an outstanding customer experience by responding, taking ownership and managing stakeholder queries to a resolution in a professional and timely manner


• Improve service standards to reduce the volume of complaints whilst demonstrating the ability to deal with all complaints professionally and efficiently


• Deliver real time people management to improve the daily performance of the team and service delivery identifying opportunities for continual improvement


• Completion of Quality Monitoring and real time feedback for Team Members working alongside the Quality & Compliance Team.


• Effective people management to include 121's, PDR's, Absence Management, Performance Management, Development and Team Succession, Recruitment, Payroll, Resource Planning, 12 week plans/Induction


• Demonstrate a proactive approach to work order management, providing regular updates to key stakeholder and ensuring work is completed to the required standards within SLA


• Actively monitor open work orders ensuring appropriate action is taken to complete work within SLA.


• Accurately record all actions taken to manage active customer requests, ensuring that a full audit trail can be viewed at any time within the relevant CAFM (maximo) system for the contract.


• Build effective relationships with engineers and suppliers to drive performance, escalate issues in a timely manner and reduce financial penalties on the account.


• Review and analyse statistical information and performance reports to drive performance across the team in line with contractual KPI's


• Run regular reports to gather data insight and drive continuous improvement


• Produce ad-hoc reports at the request of the client/account team


• Demonstrate effective time management and communication by adapting approach, ensuring expectations are managed and agreed timeframes are met


• Show initiative, demonstrate independent thinking and use problem solving techniques to minimise the impact of operational challenges


• Attend meetings to represent the helpdesk team, for example with suppliers, client teams or internal colleagues


• Lead by example in the use of best practice of the company's standards, values and behaviours.


• Use a range of systems such as Eden, TBS, Maximo,Click & Office programmes


• Data management – reviewing/amending data as required to ensure Service Delivery is achieved and Engineer Data/Configuration is effectively managed


• Work with operational teams to resolve system queries, resource availability and regional performance, ensuring customer appointments are completed.


• Ensuring appropriately qualified engineers complete work safely, to the required standards and with the specified SLA.

Health and Safety Responsibilities:

• Follow Group and company policies and procedures, at all times.


• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery, or risk to health and safety, or the environment.


• Use all work equipment and personal PPE properly and in accordance with training received.


• Report any issues or training needs to your Line manager and /or via your divisional incident reporting system.

Person Specification

• Experience of leading and motivating a team, preferably within a service desk/customer service /FM environment.


• Experience of working within a target driven role, or high-pressure customer service environment.


• Strong team player orientation - cooperative and willing to assist others.


• Proficient IT skills including MS Word, MS Excel and MS PowerPoint, and comfortable with numerical reasoning.


• Influences, convinces or impresses in a way that result in acceptance, agreement or behaviour change.


• Well organised, with the ability to multi-task, prioritise and manage competing demands.


• Maintains effective work behaviour in the face of setbacks or pressure - remains calm and in control of themselves.


• Solutions oriented, providing explanations and proposed resolutions to problems rather than purely identifying problems.


• Demonstrates a readiness to make decisions, take the initiative and originate action.


• Strategic thinker, creative and flexible - ability to present concepts in a simple clear way.

• Effectively communicates to strengthen Mitie's relationship with the BBC client.


• Displays a positive attitude to challenges that the team face.


• Able to resolve difficult and complex customer issues and complaints.


• To contribute to building an effective and cohesive team by taking ownership for own and team performance, maintaining a positive attitude at all times,


• We are looking for someone who remains calm under pressure, commands respect, has the confidence of their colleagues and can communicate effectively at all levels. Continuously pursue high standards, embrace change, recognise improvement opportunities and learn from experience.

Working within the Mitie values and behaviours

Engage

Everyone has a voice

How we behave…

• Continually adapts behaviour and communication style to suit the situation

• Communicate effectively and explains complex information and check understanding

Develop

Take pride in what you do

How we behave…

• Builds and maintains positive working relationships and networks across Interserve.

• Listens attentively and emphasises with others.

• Adapts style and language according to the demands of the situation.

• Openly shares ideas, knowledge and learning.

Drive

Bring better to life

How we behave…

• Consistently focuses self on understanding and addressing customer needs. Demonstrates a concern for the needs and expectations of customers.

• Listens to and understands customers

• Focuses self on own efforts to deliver outstanding customer service and achieve customer loyalty and satisfaction

• Uses processes to support high quality customer satisfaction

Inspire

Do the right thing

How we behave...

• We are clear about standards of behaviour with colleagues and customers

• We uphold the values

• We take responsibility for our reputation & success

Health and Safety responsibilities

• Follow Group and company policies and procedures at all times;

• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;

• Use all work equipment and personal PPE properly and in accordance with training received;

• Report any issues or training needs to your Line manager