Customer Services Team Leader (FM) - Wiltshire

Facilities Management
190613 Requisition #
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Kier Workplace Services provides specialist teams and technology solutions to help plan, manage and improve our clients’ workplaces. This provides our clients with access to solutions not readily available in their own organisations. It also enables our clients to focus on their core business, while Kier takes care of the rest.


Our key clients include the Royal Opera House, Royal Shakespeare Company, Legal and General, Kent County Council, Oldham Council, BAE and the London Borough of Southwark. We also work with a number of schools and academies, the Welsh Government and hold a major contract with the NHS in Yorkshire and Humber.

Customer Service Team Leader - Wiltshire

Kier Workplace Services is looking to recruit a Customer Service Team Leader to work within our FM - Technical Services business stream.


The successful candidate will drive forward a custom centric helpdesk service which will undertake call handling, scheduling and administration for FM services including mechanical, electrical & fabric maintenance, reactive works and projects.

This position will be based in Trowbridge.
Key Responsibilities 
  • Providing operational and subject matter expertise to team members
  • Delivering coaching support and guidance
  • Supporting the induction of new employees
  • Providing an alternate escalation point for issues
  • Substituting for the Team Manager in the Team Manager’s absence
  • Supporting the Team Manager in regard to performance management activities
  • To liaise with resource managers to provide feedback and seek direction on the effective deployment of resources
  • Provide excellent customer service to maintain positive customer relations through effective communications and delivery of service in accordance with customer requirements. 
  • To record and schedule sickness and absence, updating various excel spreadsheets and AskHR
  • To maintain and produce the Out of Hours rota for SPS
  • Weekly reminders to the on call engineers
  • Ad-hoc Printing and binding
  • Order tools, PPE and relevant equipment and to maintain individual inventory records
  • Processing of starters and leavers forms for both engineers and Customer Service staff
  • Assist with generating quotations on both Helpdesk systems, and manual forms
  • Scanning and uploading of worksheets to a document management system or Helpdesk system
  • Compile information packs of worksheets as required
  • Raise PPM orders as and when required for contract renewals
  • To produce and maintain Customer Service performance reports
  • To process incoming engineers post
  • Receiving and recording of customer complaints
  • Ensure that Kier Core Values are enforced
Key Skills and Qualifications 
  • Experience of working with computerised document management system
  • Ability to demonstrate previous experience in a similar administration role
  • Demonstrable evidence of working within and supporting a team to achieve excellent customer service
  • A relevant NVQ or equivalent qualification (which may include experience in a similar environment)
  • Excellent telephone manner, with strong communication and interpersonal skills
  • Creating and maintaining effective working relationships
  • Demonstrable IT literacy with Microsoft Office, particularly Excel & Outlook
  • Demonstrable accurate data entry skills with excellent attention to details
  • Ability to work on own initiative to a high level of accuracy and to meet deadlines
  • Ability to generate, develop and present ideas and suggestions for improvements in order to achieve more effective working practises
  • Previous experience with document management  software, preferably Concept Evolution
  • Previous background in Facilities Management
  • An understanding of compliance 

Please note the successful candidate will be subject to an Enhanced DBS check

Make the journey. Leave a legacy.

Being part of Kier means living our values of being collaborative, enthusiastic and forward thinking. We all have the potential to shape our world, and it’s through these values that we will leave a lasting legacy. Bring your talent and ambition to Kier and you will be given the scope and opportunity to invest in your own future, to build your expertise and contribute to a rich and diverse culture.

Kier is an inclusive employer
Let’s shape your world together

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