PPM Team Leader

Overview

Equans is looking for a PPM Team Leader to join the HMCTS team working from our office in Stoke-on-Trent on a permanent basis. This is a full time role working 40 hours per week. On offer is a competitive salary and benefits package.

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.

• 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 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…