Liam Teague

An Experienced Team Manager leading teams in multiple different sectors and challenging environments. I am driven to exceed targets and increase performance using effective data, change management, development and motivation. One of my biggest achievements is the ability to demonstrably deliver through my team, ensuring they reach their maximum potential.

Thriving under pressure, ability to overcome obstacles to improve the business, customer and client experience. A great listener with the capacity to develop trust, confidence and innovation in colleagues. Business and industry aware, able to anticipate customer and client needs driving operational changes when necessary to enhance customer and client satisfaction.

Shared Service Team Leader - Ramboll - UK

(2022-10)

Manage a national team of location support coordinators covering across the UK that is responsible for maintaining the seamless day to day running of Ramboll offices.

• Reviewing current processes and ways to improve
• Leading on contractor management that attend site
• Ensuring the team are carrying out their daily check lists via QA
• 1-2-1's & PDPs for team
• Supervision and support to all satellite offices
• Principal Escalation point for our FM contractor and any issues on site
• Service Lead on office audits with my teams (internal & external)
• Supporting UK FM with property management and office moves
• Participation in monthly meetings & QBR's with FM provider
• Financial lead for invoice and purchase order management
• Leadership of company PPE H & S management
• Overall management of consumable and office support strategy
• Training and development

Workplace Coordinator - Arcadis - Manchester, Warrington and Liverpool

(2020-01 - 2022-10)

Support the day to day running of the Manchester, Warrington and Liverpool Offices. First point of contact when the Facilities Manager is out of office.

• Completing Facilities Management reports
• Reviewing helpdesk jobs logged on the system
• Managing suppliers attending to carry out Planned or Reactive works
• Carrying out new starter inductions
• Assisting Facilities manager in Health and Safety duties
• Collating reports on assets in the office

Team Leader - Interserve

(2017-11 - 2019)

Managed a variety of teams including Helpdesk, Scheduling, Client Coordinator (Back Office Finance) & General Admin.

• Regular coaching and mentoring the team to achieve their best
• Monthly 1:1's followed up by Quarterly & Bi-Annual PDP reviews
• Effectively Communicating team goals and responsibilities and working with the team to achieve these
• Motivate team and assess individual performances in line with overall objectives
• Working with and assisting the team to build supplier relationships and ensure that any supplier / mobile KPI's are met
• Ensuring the team log all jobs in a timely manner with all correct information
• Building knowledge library through Sharepoint so that they can access all relevant information to deal with any call / email / letter that has come in
• Dealing with escalations from customers and clients
• Ensuring we learn from issues and amend processes or activity if necessary
• Ensuring the team have the correct tools to effectively chase ETAs and completion dates from Suppliers and engineers for outstanding works
• Managed suppliers to ensure contractual SLA's and KPI's are met (Hard & Soft FM)
• Ensuring responsibility for managing multiple contracts WIP (Work in Progress), GRNI (Good Received Not Invoiced) & PI (Purchase Invoice Queries) ensuring that as much as possible nothing goes over 90 days
• Ensuring that we are chasing suppliers for outstanding invoices and paperwork so that payment can be made, and we can evidence compliance for the customer
• Reduced outstanding aged WIP from £1.8million to £600,000 over 4 months
• Reduced outstanding aged GRNI from £1.7million to £800,000 over 4 months
• Reduced outstanding aged PI Queries from £1.1million to £300,000 over 4 months

Team Leader - Carillion

(2016-06 - 2017-10)

Ensured the delivery of maintenance work is carried out and completed by engineers.

• Effectively Communicating team goals and responsibilities
• Motivate team and assess individual performances
• Assisting the team to ensure supplier/mobile engineers SLA's are hit
• Ensuring Statuary jobs are completed each month
• Ensuring the team hit KPI's & SLA's
• Running Various reports for the team to work through
• Dealing with Escalations from various clients/contracts

Telephony Operations Representative - Virgin Media

(2007-09 - 2016-05)

Worked in number ports fault resolutions and cross trained in different functions across the centre. Worked up through the accreditation scheme.

• Looking at team resource for the upcoming weeks
• Managing daily workloads/SIC updates
• Attending daily huddles & Team management meetings
• Ensuring team & Centre KPI's were met
• Involvement in various improvement and development projects
• Provisioning of telephone lines
• Switch Knowledge
• Built up relationships with BT/Talk Talk & Gamma
• Knowledge of business ports

Operations Centre Representative - Virgin Media

(2005-06 - 2007-09)

Started taking calls from engineers looking to add equipment to new and existing customers accounts, then moved on to the Jeopardy Management side of the department.

• Making sure completion rate for the area I was looking after was over 95%
• Liaising with Field TM's to make sure completion was adhered to
• Speaking to customers in regard to potential fails on the day
• Attending conference calls with TM's to discuss any issues on the day