At a Glance
- Tasks: Lead a dynamic team in alarm monitoring and incident management.
- Company: Join a forward-thinking company committed to service excellence.
- Benefits: Enjoy competitive pay, flexible shifts, and career development opportunities.
- Other info: Inclusive workplace with a commitment to diversity and support for all.
- Why this job: Make a real difference by ensuring service continuity and client satisfaction.
- Qualifications: Experience in team leadership and strong communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
We are seeking a Service Team Leader to operate in a hands-on, working capacity, combining day-to-day service coordination with people leadership. This role sits at the centre of alarm monitoring, incident management, and reactive service delivery, ensuring faults are managed effectively to protect uptime and service continuity across the technical estate.
We are looking for someone who can lead by example while maintaining operational standards and process adherence in a fast-paced, SLA-driven environment. The role requires strong organisation, clear communication, and the confidence to coordinate engineers, manage client expectations, and ensure work is progressed from initial alert through to closure.
Key Responsibilities
- Monitor client alarm systems (including SCADA, BMS and EkkoSense) and jeopardy manage faults to protect service uptime.
- Take end-to-end ownership of reactive work orders on a 24/7/365 basis.
- Raise, allocate, track and close work orders within CAFM systems in line with SLAs and priorities.
- Act as the central point of contact for Power & Environment alarms and service requests, prioritising by risk and impact.
- Coordinate and allocate work to engineers, providing clear instructions and escalating issues as required.
- Communicate effectively with clients on progress, delays and issues, managing complaints where necessary.
- Maintain accurate records, data quality and day-to-day administration, including reporting and documentation.
- Lead the day-to-day operation of the team, managing rotas and leave, and ensuring processes and standards are followed consistently.
Professional and Personal Competencies / Qualifications
- Proven Team Leader experience, ideally within call centre or administrative environments.
- Strong people management skills with the ability to enforce process adherence.
- Confident in understanding processes, identifying gaps, and taking corrective action.
- Excellent written and verbal communication and customer service skills.
- Highly organised, with the ability to prioritise, multitask, and manage competing workloads.
- Comfortable working across multiple systems with strong Microsoft Office 365 skills (Excel, Word, PowerPoint).
Service Team Leader employer: Career Choices Dewis Gyrfa Ltd
At ISS, we pride ourselves on being an excellent employer, offering a dynamic work culture that values teamwork and operational excellence. Located in Stoke, our Service Team Leader role provides opportunities for professional growth within a supportive environment, where employees are encouraged to lead by example and develop their skills. With a commitment to inclusivity and employee well-being, we ensure that our team members feel valued and empowered to make a meaningful impact in their roles.
Contact Details:
Career Choices Dewis Gyrfa Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Team Leader
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Career Choices Dewis Gyrfa Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Career Choices Dewis Gyrfa Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Team Leader
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Career Choices Dewis Gyrfa Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Career Choices Dewis Gyrfa Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Career Choices Dewis Gyrfa Ltd!
How to prepare for a job interview at Career Choices Dewis Gyrfa Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
