Team Leader, Glasgow

What you need to know

If you are passionate about working with people, managing teams, delivering fantastic customer service each and every day, then SPS needs to hear from you.

About Us

SPS are leaders in the provision of property services throughout the UK. We deliver high quality products and services to over 350 customers around the UK. We deal with Councils, Local Authorities, FM companies, Landlords, Banks and Estate Agents and give them security, environmental services, doors, access control, and helpdesk services, 24/7.

For over 25 years, we have grown and evolved and met the changing demands of our customers. SPS has great ability to develop people, create new products and services and meet our customers’ requirements every time. We all care about what we do and deliver some great results.

Due to expansion, we are looking for a Team Leader to join our call handling team.

You and Your Role

You will be responsible for processing administrative tasks when the call handling team is off shift and managing the call handling operation when the teams come onto shift. This is a dynamic role with emergency events, reactive calls requiring empathy and sympathy, whilst being efficient and effective to get the desired result.

You will be managing teams to ensure that calls are answered, the right contractor deployed and the caller satisfied with all the actions you have taken.

You will be working to different client’s specifications and updating systems and notes as you go.

The Position

This is a highly rewarding role, working with motivated teams, and supported by an enthusiastic, forward thinking Manager.

Call types include, inbound emergency repairs, switchboard services, property services calls and rent collection. Outbound calls vary from deployment of engineers to service update calls.

Hours of work: 12 hour shift pattern

You and Your Role

Your day-to-day activities include:

  •  Coaching
  •  Training
  •  Observing
  •  Handling calls
  •  Providing feedback through regular 1-2-1 sessions
  •  Maintaining high levels of customer service
  • Daily management of spreadsheets and databases
  •  Customer and client liaison

The ideal candidate should have:

  •   Experience of managing people
  •   Experience in the delivery of training and feedback
  •   The ability to communicate at all levels.
  •   Excellent communication skills: verbal and written
  •   Examples of working with high profile customers is advantageous
  •   Delivery of service to KPI’s

 

Benefits:

  •  Attractive holiday entitlement package
  •  City Centre location
  •  Excellent working conditions
  •  Full and detailed training

This position is ideal for you if you are looking to develop your career within an ambitious and growing organisation. Previous experience of developing teams and delivering successful campaigns will be of significant advantage.

Please forward your CV by clicking the ‘Apply’ button.

SPS is an equal opportunities employer