Out of Hours Team Leader

Out of Hours Team Leader

Location: Stoke, ST1 5PZ
Hours of work: 40
Contract Type: Permanent

Our client, a leading provider of facilities services in the UK, is seeking a driven and resilient Out of Hours Team Leader to lead the Out‑of‑Hours (OOH) Facilities Service Desk team, delivering high‑quality customer service and effective job delivery management across a UK client portfolio.

Job Overview

This role is critical to ensuring operational excellence during night‑time service periods, supporting customers, contracts and services when it matters most. The successful candidate will provide clear leadership to the OOH service desk, ensuring consistent performance against contractual requirements and business KPIs.

Operating on a 4‑on, 4‑off night shift pattern (21:00-08:00), the role suits an experienced service desk leader who thrives in a fast‑paced, high‑pressure environment and can maintain seamless service delivery across shifts and multiple contracts.

Key Responsibilities

• Lead and manage the Out‑of‑Hours Facilities Service Desk team to deliver high‑quality customer service
• Achieve contractual and business KPIs and agreed service targets
• Ensure established procedures are followed to identify the best course of action for customers and the business
• Provide induction and technical training for team members, liaising with the Service Delivery Manager on additional training needs
• Monitor, review and manage staff performance on an ongoing basis
• Escalate and advise the Service Delivery Manager of potential disciplinary issues as they arise
• Manage client relationships and expectations, attending progress meetings as required
• Deputise for the Service Delivery Manager when necessary to ensure continuity of service

Person Specification

• Proven delivery of high‑quality, consistent customer service standards
• Experience of working to customer and business KPIs and SLAs
• Demonstrated commitment to the safety and wellbeing of self, team and colleagues
• Ability to monitor short‑term workload variations and flex team rostering to meet demand
• Experience supervising others and allocating tasks based on technical specialisms
• Essential CRM database knowledge; experience with Tririga, Maximo or 360 is desirable
• Experience working in a target‑driven or high‑pressure customer service environment
• Essential experience within a Facilities Management (FM) service desk environment