N11 Office Support Team Manager

at  Kelly Group

The Field Support Hub Team Manager is responsible for the support department here at Wembley Controls optimising the working day of the Field Engineers to achieve the daily delivery of customer service in line with the agreed SLA’s and to ensure they are achieved in a safe, efficient, and customer focused manner.

• To manage a team of approximately 12 FTE delivering sound, knowledgeable advice to field operatives.
• Support the field teams achieving installations in line with the SLA’s.
• Ensure compliance to standards and processes through regular debrief process with field service engineers
• Organise engineer’s activities to ensure the assignment, issue and ongoing monitoring of work occurs as efficiently as possible.
• Maintain contact with engineers throughout the day, ensuring any failed installs are accounted for
• Avoid potential work failures by liaison with client Customers
• Develop effective relationships with Field Managers ensuring an effective service to both internal and external customers.
• Answer and action any queries and or requests received from the client
• To ensure the accurate completion of all documentation required to report field service performance. Provide relevant reports as requested.
• Ensure all jobs are accounted for and closed by the end of the day
• Promote H&S standards ensuring compliance with statutory and company requirements.
• Undertake any other duties commensurate with this position

You will have the below skills and qualifications:

• Outstanding verbal and written communications skills, the ability to communicate with diverse groups of people at all levels within our business and client base.
• Ability to change course quickly, adapt to new challenges, and deal with competing priorities
• Ability to communicate expectations, motivate your colleagues, and create a rich environment in which to work.
• Excellent collaboration, strategic planning and analytical skills.
• The ability to multi-task, prioritise assignments, and work independently with minimal supervision.
• Highly self-motivated and achievement orientated.
• Positive, constructive and approachable and perform tasks with fairness and integrity.
• Organised, consistent and be confident in sharing new ideas.
• Excellent time management skills.
• Numerate and literate, ability to interpret data and report outputs and actions accurately.
• Possess commercial acumen, focused and committed to delivering on KPIs and performance targets.
• The ability to remain calm under pressure and maintain high standards at all times.

• To manage a team of approximately 12 FTE delivering sound, knowledgeable advice to field operatives.
• Support the field teams achieving installations in line with the SLA’s.
• Ensure compliance to standards and processes through regular debrief process with field service engineers
• Organise engineer’s activities to ensure the assignment, issue and ongoing monitoring of work occurs as efficiently as possible.
• Maintain contact with engineers throughout the day, ensuring any failed installs are accounted for
• Avoid potential work failures by liaison with client Customers
• Develop effective relationships with Field Managers ensuring an effective service to both internal and external customers.
• Answer and action any queries and or requests received from the client
• To ensure the accurate completion of all documentation required to report field service performance. Provide relevant reports as requested.
• Ensure all jobs are accounted for and closed by the end of the day
• Promote H&S standards ensuring compliance with statutory and company requirements.
• Undertake any other duties commensurate with this positio