Support Services Team Leader

Overview

Base pay range

This range is provided by Ecotricity. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Working within Ecotricity’s People & Places Department, the role of Support Services Team Leader is a varied one but with the common theme of delivering an excellent level of service and support to internal & external customers and third parties for all our sites in the Stroud area, including our offices, our manufacturing sites at Q Park and Forest Green Rovers football club.

As part of a busy & friendly team, the Support Services Team Leader will be responsible for a variety of activities to support the high-quality delivery of services in several areas, including Estates & Facilities services, health & safety, and general support, e.g. on estate-related projects. In addition, the post-holder will have responsibility for work allocation within the wider Places Team, as well as to third party contractors and service providers.

Department

The Places Management team provides a key frontline service for all management and colleagues, and liaises with external companies, contractors and agencies to ensure a safe, effective and sustainable working environment. This role will be accountable for the day-to-day cleaning crews and reception operations as well as management of escalated / complex tickets. The team approach is fast paced, friendly but professional, with a particular focus on a safe and effective working environment.

• Act as a delegate for the Places Manager in key Working Groups and/or senior meetings where necessary and appropriate
• Direct Team management responsibility of:
  Reception Administrators and Cleaning Supervisors
• BAU Work Allocation via the Jira Service Desk – inclusive of Rota and task management
• Ensuring all Team members have a monthly 1:1 session with PDR review plans in place – monitoring and supporting with training, knowledge and managing performance where needed
• Responsible for front facing service excellence and reception/security control measures
• The successful candidate will play a key role in managing stakeholder expectations, ensuring clear communication and alignment across all service outputs and requests
• Working with and supporting the Cleaning Crew Supervisors to ensure appropriate measures are in place and delivered to the standard stipulated within business processes and policies
• Providing escalation support to the Reception & Admin team with any queries that come in via Jira or to the team directly
• Provision of service excellence for internal customers in relation to office and meeting space set up, collaboration and break out spaces – providing the right tools for people to perform at their best
• Lead on key policy / guidance documentation for all Places processed and procedures, Including H&S policies and processes – including conducting regular reviews of policies in line with legislation changes
• Collaboration with Eco Champions and Employee Forum groups to support any Places actions/updates
• Allocating work to the team through Jira to the Places Services Teams (including any Estates related queries) on a day-to-day basis and to the team more widely
• Monitoring and organising documentation or actions required for ESOS, ISO
  14001 etc. in support of full ongoing compliance
• Working with the Places Manager to ensure that activities relating to EGL’s ISO
  27001 accreditation are managed consistently
• Working with the Places Manager with colleague desk and workspace redesign / relocations across all buildings as required
• Managing the Places Team Online Support systems – Jira & SharePoint. Working with the Places Manager to ensure system delivery is providing the right level of service for all end users
• Reviewing of processes within the Places function to enable continuous service improvements, and Team training whilst ensuring that we remain compliant with legislation and external accreditations – inclusive of COSHH, Manual Handling and H&S Training
• Liaising with external companies regarding maintenance, recycling services and other support services
• Assisti…