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
