PPM Team Leader Full Time NEW

You will be leading the Stoke Regional Operations Centre (ROC) team to provide an efficient, effective and high-quality helpdesk and business support service to all customers of the ROC.

The team is the first point of contact for a variety of facilities management requirements and administration which interfaces with onsite teams and clients (both internal and external) so excellent communication skills, organisation skills and commercial awareness is essential.

With strong people management skills, customer focus and the ability to understand and interpret complex contractual requirements, the Team Leader will effectively manage the day to day operations ensuring the team deliver a friendly and proactive service, effectively handling queries and managing them in accordance with contractual requirements.

The Team Leader will be expected to monitor and manage performance against the wide-ranging contractual obligations, identifying coaching opportunities and training needs as well as celebrating success and sharing best practice. They will need to maintain a robust quality assurance system to ensure service quality and levels are maintained at the highest standards.

The Team Leader will be expected to work collaboratively across the business to promote closer professional working relationships, ensure service reviews are conducted in a timely manner and ensure actions are followed up quickly and robustly.

The Team Leader will work closely with stakeholders (including Regional Managers/Subcontractors/Procurement/Technical Team and Auditors) to manage a breadth of KPI’s including, Continuous Improvement, Performance, Productivity and KPI’s.

What will you deliver?

• Effective Team Management: Building a cohesive and motivated team, as well as ensuring staffing is maintained in the Target Operating Model.
• Performance Management: Setting clear expectations, providing regular feedback, and conducting performance reviews.
• Employee Development: Identifying training needs, providing opportunities for growth, and coaching team members.
• Conflict Resolution: Resolving team conflicts and addressing performance issues promptly.
• Use of HR management tools to record absence and holidays.
• Service Level Agreement (SLA) Adherence: Ensuring the team meets SLAs for response times, resolution rates, and customer satisfaction across contractual KPIs.
• Incident Management: Efficient handling and resolution of incidents and service requests.
• Problem Management: Identifying and resolving root causes of recurring issues.
• Knowledge Management: Maintaining and updating knowledge bases to improve problem-solving efficiency.
• Process Improvement: Continuously identifying opportunities to streamline processes and improve efficiency.
• Work with CAFM lead to ensure schedules are up to date and aligned, highlight discrepancies.#
• Work with the regional teams to ensure historical jobs are closed in a timely manner by attending an open works call each week. To deal with any escalation raised by the Regional in relation to non-delivery of work.
• Customer Focus: Prioritising customer needs and satisfaction.
• Effective Communication: Clearly communicating with internal and external customers, providing timely updates, and resolving issues professionally.
• Customer Relationship Management: Building strong relationships with customers and addressing their concerns.
• Stakeholder management including Regional Operations Teams, HMCTS, subcontractors, CAFM, Regional Technical Team, Auditors and procurement team.
• Working with the subcontractors to provide feedback to procurement for Supplier Relationship meetings.
• Liaise directly with HMCTS on any issues regarding to complaints.
• Technical Knowledge: Staying updated on relevant technologies and industry trends.
• Problem-Solving Skills: Diagnosing and resolving more complex issues.
• System Proficiency: Effectively using helpdesk software and other relevant tools.
• Performance Reporting: Generating accurate and timely reports on team performance, key metrics, and service levels.
• Data Analysis: Analysing data to identify trends, bottlenecks, and areas for improvement.

What can we offer you?

On offer is a competitive salary and benefit package, which includes;

• 24 days annual leave (+ public holidays).
• Life Cover equivalent to 1.5 times annual salary.
• Employee discount shopping schemes on major brands and retailers.
• Gym membership discounts.
• Cycle to work scheme.
• Holiday purchase scheme.
• 2 corporate social responsibility days per year.
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes.
• Attractive Employee Referral Rewards Scheme.
• Access to our growing employee networks.
• 24/7 Employee Assistance Program and access to mental wellbeing app.

Who are you?

• Minimum 1 years’ experience of leading a frontline customer service team.
• Minimum 2 years’ experience in an FM helpdesk environment (desirable).
• Relevant professional qualification (customer service, facilities management).
• Excellent communicator.
• Experience of leading and motivating a team to deliver the best customer experience whilst operating within defined contractual obligations.
• Confident performance manager.
• Good level of operating knowledge of Microsoft Office 365 applications.
• Good level of operating knowledge of CAFM systems and Analytical tools such as Maximo, Coupa, BI Launchpad.
• Strong people manager, calm under pressure, approachable with an interest in developing team members.

This role includes a BPSS clearance check therefore ability to pass is essential.

Who are we?

In the UK & Ireland, Equans is a provider of sustainable facilities management and regeneration, and cutting-edge energy and digital services. Our 15,000 employees combine these activities to deliver decarbonisation across the built environment and help businesses, communities, public sector organisations and government to accelerate the transition to a low carbon, resilient world.

Globally, Equans is a world leader in the energy and services sector with operations in 20 countries, 90,000 employees working on 5 continents and a turnover of 19.2 billion euros in 2024. Equans is a subsidiary of the Bouygues group.

Our ambition

At Equans, we are driven by our ambition to be recognised for our operational excellence and as the best place to work for our employees. This commitment extends to achieving global and sustainable performance through Impact, ensuring that everything we do aligns with our core values—Accountability, Respect, Team Spirit, and Service Focus.

We take ownership, act with integrity, and set high standards. We listen, support, and care for one another. We collaborate and build trust to achieve shared goals, always striving to meet our customers’ needs in a proactive and pragmatic way. These values shape our culture, strengthen our community, and inspire us to deliver excellence every day.

What’s next?

If this role is of interest to you, please click below to register, apply, and track your progress! A member of our Resourcing Team will review your application and be in touch.

As part our commitment to better reflect the markets within which we operate, we encourage applications from women, ethnically diverse individuals and people with disabilities, along with all candidates who identify with protected characteristic groups under the Equality Act 2010.

At Equans we’re committed to delivering a culture where everyone’s voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans you’ll find a welcoming and open workplace where you’re supported and encouraged to be your true self at work.

You’ll also have access to our growing employee networks including AccessAbility (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), Veterans & Reservists, WOMEN Together (representing women in Equans), Working Parents, and Young Professionals.

For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a re-location package with this job role.  Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements.

The Equans Resourcing Team manage this requirement. Agency involvement is not required. All related enquiries should come to the resourcing team not direct to Equans Managers.