Customer Services Team Manager

At Mitie, we're committed to excellence. Our focus is on delivering high-quality performance and adhering to compliance standards. We take pride in achieving agreed Service Level Agreements (SLAs) with our clients. As a team, we are accountable for meeting Key Performance Indicators (KPIs) to ensure an effective and smooth-running service.

We consistently think and act innovatively, generating fresh ideas and exploring alternative approaches to enhance both customer service and overall business operations. Our dedication extends to our people-ensuring recruitment, training, development, performance management, and support. We strive to exceed role expectations, nurture individual aspirations, clarify career paths, and foster a positive work environment.

In this role, you will build professional relationships with clients and internal stakeholders, leveraging your experience and utilising available resources to maintain and enhance working relationships. Additionally, you will manage end-to-end customer service delivery, closely monitoring operations, identifying potential issues, and ensuring that SLAs and KPIs are consistently met. Your responsibilities also include resource planning, real-time responsiveness, and proactive/reactive operational planning. As part of talent management, you'll champion healthy attrition, engage and motivate team members, and effectively execute all aspects of people management.

We seek a dynamic candidate with a passion for people and doing the right thing. Your innovative mindset enables critical assessment and idea generation. As a natural influencer, you lead, support and motivate teams, particularly in customer service, and have demonstrable knowledge and experience in this area. Proficient in IT systems (MS Word, Excel, PowerPoint), you enhance problem-solving capabilities. Resilient under pressure, you excel in resolving complex customer issues, implementing preventive measures. Your strategic thinking and effective communication span all organisational levels.