Support Services Team Leader

As part of a busy & friendly team, the Support Services Team Leader will be responsible for a variety of activities to support the high-quality delivery of services in several areas, including Estates & Facilities services, health & safety, and general support, e.g. on estate-related projects. In addition, the post-holder will have responsibility for work allocation within the wider Places Team, as well as to third party contractors and service providers.

As a valued member of the team, you will be supporting the Group Environmental Policy and its associated sustainability objectives and targets.

The Places Management team provides a key frontline service for all management and colleagues, and liaises with external companies, contractors and agencies to ensure a safe, effective and sustainable working environment. This role will be accountable for the day-to-day cleaning crews and reception operations as well as management of escalated / complex tickets. The team approach is fast paced, friendly but professional, with a particular focus on a safe and effective working environment.

Places Service Delivery (Facilities)

• Manage the H&S Training matrix, ensuring all areas have the correct compliant level of H&S Training around the business – First Aid, Fire Marshal, Manual Handling, DSE, COSHH etc
• Direct Team management responsibility of: Reception Administrators and Cleaning Supervisors
• Working with the Places Manager to ensure that activities relating to EGL’s ISO27001 accreditation are managed consistently
• Assisting the Places Manager to maintain accurate and timely records for all relevant sites, ensuring that pre-planned maintenance activities are carried out effectively and on time across all sites – Including Q-Park, Junction 13 & FGR
• Operating an efficient post distribution system between the Stroud-based buildings and helping to ensure a good external postal service including arranging couriers and non-standard deliveries
• Working with the Places Manager with colleague desk and workspace redesign / relocations across all buildings as required
• Co-ordinating the weekly testing of all fire alarms, emergency lighting and carrying out Hazard risk and weekly checks in the absence of the Facilities Co-ordinator
• Administering Net2 & Lightfoot Reports for quarterly data cleanse actions
• Reviewing of processes within the Places function to enable continuous service improvements, and Team training whilst ensuring that we remain compliant with legislation and external accreditations – inclusive of COSHH, Manual Handling and H&S Training
• Reviewing the weekly walk arounds data found on the Safety Culture Application. Utilising this app to ensure all walk arounds are recorded and actions required raised as Ticketed actions and completed by the team
• Managing the Places Team Online Support systems – Jira & SharePoint. Working with the Places Manager to ensure system delivery is providing the right level of service for all end users
• Ensure that the Cleaning Supervisors are trained and equipped to handle informal and stage 1 formal procedures in line with the Company Handbook
• Co-ordinating the planning and execution of fire drills and other H&S simulations as necessary
• Providing support to the People Team and People Director – specifically in relation to the purchase and delivery of colleague gifts
• Provide administrative support to the Health and Safety Committees in line with applicable Business policies and practices
• Act as a delegate for the Places Manager in key Working Groups and/or senior meetings where necessary and appropriate
• Carrying out DSE monitoring of colleagues as required and supporting with appropriate and proportionate gap closing
• Allocating work to the team through Jira to the Places Services Teams (including any Estates related queries) on a day-to-day basis and to the team more widely
• Ensuring all team rotas and holidays are managed, ensuring full office and reception cover on all working days Accountability for ensuring that Cleaning Supervisors maintain service levels via appropriate resourcing and planning
• Working with and supporting the Cleaning Crew Supervisors to ensure appropriate measures are in place and delivered to the standard stipulated within business processes and policies
• Completing monthly checks on works completed by the Team via the Service Desk Reporting functionality
• Places databases, SharePoint
• Identifying areas for improvement within our buildings, office spaces, systems and processes
• Carrying out Risk Assessments in line with our PPM Calendar and on request from the Places Manager
• Responsible for front facing service excellence and reception/security control measures
• Collaboration with Eco Champions and Employee Forum groups to support any Places actions/updates
• Assisting the Places Manager with Business Continuity Planning and delivery of training amongst the full Places Team in the event of an emergency
• Handle second stage formal people procedures such as Grievances, Disciplinary, Sickness Absence & Capability procedures
• Providing out of Hours Places Team on Call support – managed on a Rota with the team
• Managing the admin of Places Team Expenses sheet – Ensuring all spends match monthly statements and ensuring all expenses are raised on Work Day
• The successful candidate will play a key role in managing stakeholder expectations, ensuring clear communication and alignment across all service outputs and requests
• Providing escalation support to the Reception & Admin team with any queries that come in via Jira or to the team directly
• Provision of service excellence for internal customers in relation to office and meeting space set up, collaboration and break out spaces – providing the right tools for people to perform at their best
• Ensuring all Team members have a monthly 1:1 session with PDR review plans in place – monitoring and supporting with training, knowledge and managing performance where needed
• Accountability for ensuring that the reception / administration team manage supplier invoices in line with payment terms and company procedures
• Providing Online updates of all H&S Policy changes via all working company communication platforms – Yammer & Share Point
• Liaising with external companies regarding maintenance, recycling services and other support services
• Providing administrative support and coaching to the Places Services Team to enable the Places department to function effectively and efficiently and within agreed SLAs
• Monitoring and organising documentation or actions required for ESOS, ISO14001 etc. in support of full ongoing compliance
• Lead on key policy / guidance documentation for all Places processed and procedures, Including H&S policies and processes – including conducting regular reviews of policies in line with legislation changes

• First Aid at Work & Fire Marshal Training
• Great administration skills
• Excellent time Management
• Competence in standard MS Office suite (required immediately), including Excel and SharePoint
• Jira Service Desk Management (can be learned on the job)
• Friendly and approachable disposition
• Experience with Contractor and Facilities management
• Experience in leading a successful Service Team
• Ability to deal positively with change and willingness to embrace new opportunities and working practices within health & safety
• Familiarity with ISO 14001 – Environmental and Sustainability awareness
• Ability to multi-task, and to think on one’s feet
• Full clean UK Driving License
• Ability to communicate effectively with people on all levels (written, verbal, visual, numerical)
• COSHH Awareness and Risk Management – At IOSH level or above
• Holding or committing to studying for IOSH(Managing Risk - Institution of Occupational Safety & Health) certification (or equivalent)

• Hybrid Working
• Cycle to work scheme, car pooling and onsite parking available
• BAU Work Allocation via the Jira Service Desk – inclusive of Rota and task management
• Volunteering Day
• Various company discounts (including shops, gyms, days out and events)
• Healthcare plan, life assurance and generous pension contribution
• Holiday of 25 days (plus bank holidays) & ability to buy/sell days