Team Leader – Service Delivery

About the role

The Team Leader will support the Head of Service Delivery by supervising one of the Contract Support Teams. This role ensures excellent customer service for clients, account managers and supply‑chain partners while driving performance against SLA and KPI targets.

Key responsibilities

• Supervise daily operations of the Service Delivery Team, ensuring calls are answered, logged accurately and within agreed timescales.
• Maintain the internal CAFM system with correct information, written procedures and compliance with processes.
• Conduct regular call monitoring, provide feedback, coaching and analyse call‑handling performance to resolve issues.
• Manage contract requirements, monitor expectations and timelines, and act as escalation point for the Head of Service Delivery.
• Hold monthly 1:1 meetings, set targets, mentor team members and manage absence.
• Produce daily task prioritisation, report team statistics and raise concerns promptly.
• Support customers via telephone and email, and assist Account/Contracts Managers with case tracking and closure.

Required profile

• Proven experience supervising a service‑delivery or call‑centre team and meeting SLA/KPI targets.
• Strong analytical skills to assess call performance, identify issues and implement improvements.
• Excellent communication and coaching abilities to provide constructive feedback.
• Ability to manage escalations, prioritize tasks and maintain accurate records in a CAFM system.