Position: Customer Service Team Leader (Backshift) Salary: £28,641.60 per annum Location: Glasgow / Working from Home Hours: 37.5 hours per week Shifts: Monday - Friday Shift Patterns: Between the hours of 12pm-10pm, primarily 2.00pm - 10.00pm Benefits: 33 days holiday, Company pension scheme up to 5% match, BUPA (single cover) Health Insurance, retail discounts We are advertising this Customer Service Team Leader role on behalf of our client, a national leader in the facilities management space. JOB PURPOSE The Helpdesk Team Leader role is to effectively lead a team of operators, ensuring the provision of and smooth-running facilities management service to partner stores in line with agreed KPI''s and SLA''s. RESPONSIBILITIES Manage team daily performance ensuring action taken as required and any follow up required is carried out in a timely manner Monitor new screen and wallboard to ensure delivery of KPI''s, also ensuring delivery of KPI''s are prioritised above Admin duties Conduct monthly, documented, 1-2-1''s and team meetings Mentor and lead senior operators to ensure then can step up and support you in all aspects of the team leader role Conduct return to work and disciplinary meetings (disciplinary meetings can only be conducted following successful completion of the company Disciplinary and Grievance 1 training course) Assist Supervisors daily and familiarise yourself with their duties Develop and motivate team members promoting City values Reward and recognise goo