Search & Apply Job description
Mitie is a UK-based facilities management and technical services company (revenue c.£3.4bn). We are one of the UK’s 250 largest public companies.
Mitie /Communities (revenue £400m) is one of the four major business divisions within Mitie, alongside Technical Services, Business Services and Central Government & Defence. At Mitie Communities we serve public sector clients in Healthcare, Education (schools and universities), local authorities and councils and emergency services. We provide our clients with both soft and hard facilities management services. Our contracts include both commercial output-specified contracts and Private Finance Initiative contracts.
Mitie Education Services is a sector within Mitie Communities. Our clients include schools across the UK. The most common facilities management services we provide are cleaning, portering, catering and security. Most of these services are self-delivered. We also provide mechanical & electrical, projects and other technical services.
Customer Operations is an integral part of Mitie driving delivery across Central Government and Defence and provides customer service and facilities management support to customers 24 hours a day, 365 days a year. We are committed to developing our staff through a culture of continuous learning and engagement and strive for an environment which demonstrates our commitment to the personal and professional growth of our employees.
Working as a Team Leader as part of the Leadership Team within Customer Operations you will be a central point of contact for customers and operational colleagues in the raising, allocation, and completion of jobs. Your role will be to take full ownership of the Real-Time Scheduling team and you will oversee the day-to-day activities of our national engineering teams and Scheduling Specialists. This is a pivotal role to ensure that mobile and static resources complete the jobs that have been passed to them via 360 for delivery, all day, every day.
Working within the Customer Operations team, and using the latest scheduling software, the Workbench 360 Team Leader will be responsible for monitoring workbenches, identifying risks, and supporting Scheduling teams to ensure that the correct engineering resource is deployed to achieve first time fixes for customers. The ideal candidate will monitor 360 daily to ensure standard business processes are followed with the aim of ensuring that the job is attended within the specified SLAs. The Workbench 360 Team Leader will also be required to coach the Scheduling teams, provide real-time feedback, and conduct Quality Monitoring alongside the Quality and Compliance Team.
This position will be contracted to work shifts, with a requirement to work in the evening and at weekends when required. Shifts will be on a rolling week rota and will vary in start times between 7am and 11am.
Working in a fast paced and challenging environment, with direct support from the Leadership Team and a wider Customer Operations network, you will have autonomy and responsibility to provide a first contact solution which meets our client’s needs.
At Mitie, we support people and organisations to manage change – helping to create improved and better environments in places where people live and work.
Our direction and behaviours are underpinned by a set of core values:
We work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will.
Whether it’s keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
We are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
We are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.
Integrity and trust are at the heart of all we do. We are the face of the company. We treat others as we would like to be treated. We are proud to work for Mitie.