Helpdesk Team Leader (Facilities Management)

Job description

£30,000 – £32,000 per annum (depending on experience)

Monday – Friday, 40 hours per week.

We're recruiting on behalf of a well‐established FM organisation for an experienced Team Leader (Operations) to support the day‐to‐day running of a fast‐paced Command / Service Centre environment. This is a hands‐on leadership role focused on people management, performance, coaching, quality, and process improvement. You'll oversee a team of administrators and schedulers, ensuring policies and procedures are followed and that contractual KPIs and internal targets are consistently achieved.

The RoleAs Team Leader , you'll be responsible for the daily functional management of the Command Centre, ensuring service is delivered efficiently and to a high standard. You'll proactively engage, motivate, coach, and develop your team, acting as the first point of escalation for operational queries and issues.

Key Responsibilities

Act as the initial point of escalation for Command Centre Operators

Monitor and manage workloads, ensuring tasks are delivered within required timescales

Conduct monthly 1:1s and quarterly performance reviews, documenting actions and development plans

Maintain training documentation and complete training needs analysis to support individual and business requirements

Identify service needs, process improvements, opportunities and weaknesses, acting as a key customer/staff interface

Support rollout of agreed processes and implement changes to working methods and procedures

Establish and maintain excellent customer relationships (internal and external)

Ensure compliance with company policies, procedures and ethical principles

EssentialAbout You

Minimum 3 years' experience in a Contact Centre / Service Centre / Command Centre environment

Experience working for a facilities management company or similar

Proven experience in people leadership and running teams effectively

Strong coaching and development capability (individuals and teams)

Advanced IT skills in Microsoft Excel and Word

Strong analytical and decision‐making skills

Customer‐focused, responsive and professional

Strong attention to detail and a proactive "self‐starter" approach

Demonstrated experience implementing, evaluating and improving business processes

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected class.

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Extra information

Status

Open

Education Level

Secondary School

Location

Salford

Type of Contract

Full-time jobs

Published at

21-05-2026

Profession type

Management

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English