Customer Service Team Leader

ROLE: Customer Service Team Leader
HOURS: 40 hours per week
LOCATION: Manchester

SHIFT: Between 06:00 and 21:00, with shifts including 06:00-15:00, 07:00-16:00, 08:00-17:00, 09:00-18:00, 10:00-19:00, 12:00-20:00 and 13:00-21:00.

At Mitie, our people are our greatest strength, and our promise is to create a place to work where you can thrive and be your best every day.

We're looking for a Customer Service Team Manager to lead the day-to-day operations of the Help Desk within Mitie Technical Services, ensuring the efficient management of customer requests, reactive maintenance activities, planned works co-ordination, and service delivery performance across multiple client contracts.

The role is accountable for driving operational excellence, achieving contractual service levels, developing a high-performing team, and ensuring a positive customer experience through effective resource management, performance coaching, and stakeholder engagement.

The Team Manager will act as the first line of leadership within the Help Desk, maintaining service continuity while supporting operational improvement initiatives and embedding Mitie's values, governance standards, and customer-centric culture.

Role Responsibilities

• Lead and manage a team of Help Desk Advisors, ensuring exceptional service delivery to both internal and external customers.
• Oversee the effective management of reactive and planned work orders, ensuring accurate logging, prioritisation, dispatch and completion.
• Monitor and drive performance against contractual KPIs and SLAs, taking proactive action to address service risks and issues.
• Act as the escalation point for customer concerns, complaints and operational incidents, ensuring timely resolution.
• Build strong working relationships with clients, engineers, operational teams and key stakeholders to support service excellence.
• Coach, develop and motivate team members through regular performance reviews, training and development plans.
• Drive continuous improvement initiatives, promoting efficiencies, process enhancements and operational best practice while maintaining compliance with Mitie policies and governance requirements.

What We Are Looking For

• Proven experience managing teams within a Help Desk, Service Desk, Contact Centre, Facilities Management or Technical Services environment.
• Strong leadership skills with the ability to motivate, coach and develop high-performing teams.
• Experience managing operational performance against KPIs, SLAs and contractual service requirements.
• Excellent customer service, stakeholder management and communication skills, with experience handling escalations and complaints.
• Strong problem-solving and decision-making abilities in a fast-paced, high-volume environment.