Service Team Leader

Service Team Leader

Salary: £36,500 + £2k shift allowance
Location: Stoke, ST1 5PZ
Hours of work: 38.5 (4 on / 4 off, days only, 12-hour shifts from 07:00–19:00)
Contract Type: Permanent

Our client, a leading provider of facilities services in the UK, is seeking a Service Team Leader.

Job Overview

This is a hands-on leadership role combining day-to-day service coordination with people management within a fast-paced, SLA-driven environment. The Service Team Leader operates at the centre of alarm monitoring, incident management and reactive service delivery, ensuring faults are managed effectively to protect uptime and service continuity across a technical estate.

The role requires someone who can lead by example while maintaining operational standards and process adherence. Strong organisation, clear communication and confidence are essential to coordinate engineers, manage client expectations and ensure work progresses efficiently from initial alert through to closure.

Key Responsibilities

• Monitor client alarm systems (including SCADA, BMS and EkkoSense) and proactively 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 agreed 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 where required.
• Communicate effectively with clients on progress, delays and issues, managing complaints when 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.

Person Specification

• Proven experience as a Team Leader, ideally within call centre or administrative environments.
• Strong people management skills with the confidence to enforce process adherence.
• Ability to understand operational processes, identify gaps and take corrective action.
• Excellent written and verbal communication skills with a strong customer service focus.
• Highly organised, with the ability to prioritise, multitask and manage competing workloads.
• Comfortable working across multiple systems in a fast-paced environment.
• Strong Microsoft Office 365 skills, including Excel, Word and PowerPoint.