At a Glance
- Tasks: Lead and support a dynamic Service Delivery Team to ensure top-notch customer service.
- Company: Join a forward-thinking company dedicated to excellence in service delivery.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Diverse and inclusive workplace that values every voice.
- Why this job: Make a real impact by enhancing customer experiences and leading a talented team.
- Qualifications: 5+ years in service delivery with proven leadership skills and strong communication.
The predicted salary is between 37800 - 46200 £ per year.
Responsibilities
To support the Head Service Delivery and supervise efficient running of Service Delivery Teams.
Providing excellent customer service and support to our clients, Account Managers, and our supply chain partners.
Focusing on the daily management of the Service Delivery Team’s performance and delivering or exceeding our customer SLA’s, KPIs along with set targets and objectives.
- Direct line reports for Contract Support.
- Identify issues and pro-actively offer solutions to improve performance.
- Accountable for the effective supervision of the Service Delivery Team, ensuring calls are answered, calls logged accurately and promptly within timescale set, that all information held within our internal CAFM system is correct, procedures are written and that the processes are followed.
- Completing checks to ensure accuracy of tasks and real time position. Reporting on Team stats and targets set by Head of Service Delivery.
- Have a comprehensive understanding of all FM Contracts.
- Use analytical skills to monitor call handling performance and productivity, take action to resolve any issues.
- Ensure an excellent standard of customer service is always delivered.
- Ensure that the Service Delivery Team are adequately skilled and that all training requirements identified are completed.
- Develop working relationships & improve communication with the Service Delivery Team.
- Develop strong working relationships with our FM clients, Management team, Account / Contracts Managers, LS Engineers and supply chain.
- Cover Head of Service Delivery duties when required.
- To manage expectations and timelines for the customer and all internal stakeholders through clear communication
- To assist Account Managers / Contracts Managers to provide support with tracking and closing individual cases as and when the business requires.
- To ensure all documentation meet with the business process requirements, company compliance standards and company associated guidelines.
- Carry out Ad hoc duties as assigned by Head of Service Delivery.
Qualifications
- Recognised trade qualification or management qualification in FM.
- 5+ years of experience in service delivery, operations management, or a similar.
- Proven leadership experience in managing teams across multiple locations.
- Strong problem-solving, decision-making, and project management skills.
- Excellent communicator at all levels, both internally and externally.
We are an equal opportunities employer committed to creating a diverse and inclusive environment and welcome applications from all suitably qualified candidates.
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Service Delivery Team Leader in Bristol employer: Lancer Scott Ltd.
As a Service Delivery Team Leader, you will thrive in a dynamic and supportive work environment that prioritises excellence in customer service and team performance. Our company fosters a culture of collaboration and continuous improvement, offering ample opportunities for professional growth and development. Located in a vibrant area, we provide a unique advantage with access to diverse clients and partners, ensuring your role is both meaningful and rewarding.
StudySmarter Expert Advice🤫
We think this is how you could land Service Delivery Team Leader in Bristol
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Lancer Scott 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 Lancer Scott 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 Delivery Team Leader in Bristol
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 Lancer Scott Ltd.:Your cover letter is your chance to shine! Tell us why you want to work at Lancer Scott 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 Lancer Scott Ltd.!
How to prepare for a job interview at Lancer Scott 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.
