Support Services Team Leader

Working within Ecotricity’s People & Places Department, the role of Support Services Team Leader is a varied one but with the common theme of delivering an excellent level of service and support to internal & external customers and third parties for all our sites in the Stroud area, including our offices, our manufacturing sites at Q Park and Forest Green Rovers football club. 

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.

Department

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.

Core Responsibilities

Places Service Delivery (Facilities)

• Act as a delegate for the Places Manager in key Working Groups and/or senior meetings where necessary and appropriate
• Direct Team management responsibility of: Reception Administrators and Cleaning Supervisors
• BAU Work Allocation via the Jira Service Desk – inclusive of Rota and task management
• 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
• Responsible for front facing service excellence and reception/security control measures
• The successful candidate will play a key role in managing stakeholder expectations, ensuring clear communication and alignment across all service outputs and requests
• 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
• 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
• 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
• Collaboration with Eco Champions and Employee Forum groups to support any Places actions/updates
• 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
• Monitoring and organising documentation or actions required for ESOS, ISO14001 etc. in support of full ongoing compliance
• Working with the Places Manager to ensure that activities relating to EGL’s ISO27001 accreditation are managed consistently
• Working with the Places Manager with colleague desk and workspace redesign / relocations across all buildings as required
• 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
• 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
• Liaising with external companies regarding maintenance, recycling services and other support services
• 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
• Assisting the Places Manager with Business Continuity Planning and delivery of training amongst the full Places Team in the event of an emergency
• Administering Net2 & Lightfoot Reports for quarterly data cleanse actions
• Providing out of Hours Places Team on Call support – managed on a Rota with the team

Health & Safety

• Holding or committing to studying for IOSH(Managing Risk - Institution of Occupational Safety & Health) certification (or equivalent)
• Carrying out Risk Assessments in line with our PPM Calendar and on request from the Places Manager
• Carrying out DSE monitoring of colleagues as required and supporting with appropriate and proportionate gap closing
• 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
• 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
• Co-ordinating the planning and execution of fire drills and other H&S simulations as necessary
• Ability to deal positively with change and willingness to embrace new opportunities and working practices within health & safety
• Provide administrative support to the Health and Safety Committees in line with applicable Business policies and practices
• Other H&S duties as may be required by the Places Manager

Administration

• 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
• 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
• Providing Online updates of all H&S Policy changes via all working company communication platforms – Yammer & Share Point
• Accountability for ensuring that the reception / administration team manage supplier invoices in line with payment terms and company procedures
• Managing the admin of Places Team Expenses sheet – Ensuring all spends match monthly statements and ensuring all expenses are raised on Work Day
• 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
• Providing administrative support and coaching to the Places Services Team to enable the Places department to function effectively and efficiently and within agreed SLAs
• Ensure that the Cleaning Supervisors are trained and equipped to handle informal and stage 1 formal procedures in line with the Company Handbook
• Handle second stage formal people procedures such as Grievances, Disciplinary, Sickness Absence & Capability procedures
• Completing monthly checks on works completed by the Team via the Service Desk Reporting functionality
• Providing support to the People Team and People Director – specifically in relation to the purchase and delivery of colleague gifts

 Miscellaneous

• Carrying out any additional duties as requested by the Places Manager/People Director
• Identifying areas for improvement within our buildings, office spaces, systems and processes

Skill Set and Personal Characteristics Required

• Full clean UK Driving License
• A good understanding of ‘how things work’, though on the job training and experience will supplement that
• First Aid at Work & Fire Marshal Training
• Experience in leading a successful Service Team
• Commitment to providing excellent customer service and going the extra mile
• Ability to multi-task, and to think on one’s feet
• Friendly and approachable disposition
• Flexibility to be able to respond to changing requirements.
• Ability to communicate effectively with people on all levels (written, verbal, visual, numerical)
• Great administration skills
• Willingness to learn
• Excellent time Management

Specific Knowledge Required

• Experience with Contractor and Facilities management
• COSHH Awareness and Risk Management – At IOSH level or above
• Familiarity with ISO 14001 – Environmental and Sustainability awareness
• Places databases, SharePoint
• Jira Service Desk Management (can be learned on the job)
• Competence in standard MS Office suite (required immediately), including Excel and SharePoint

Key Customers

• Managers and colleagues at all levels across all Group businesses
• Contractors
• Agencies
• Other external parties

What's in it for you...

• Healthcare plan, life assurance and generous pension contribution
• Volunteering Day
• Hybrid Working
• Various company discounts (including shops, gyms, days out and events)
• Holiday of 25 days (plus bank holidays) & ability to buy/sell days
• Cycle to work scheme, car pooling and onsite parking available

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

Flexibility statement

The fast moving nature of the company's business means that from time to time you may be asked to perform duties or tasks outside of your original job description on an ad hoc basis. This allows the company to use its people in the best possible way at all times and helps the employees to make their contribution in a changing environment.

Ecotricity is Britain's greenest energy company. When we started back in 1995, we were the first company in the world to provide a new kind of electricity - the green kind.

Our mission was, and remains, to change the way energy is made and used in Britain - by replacing fossil fuels with clean, renewable energy.

We don't just supply green energy, we use the money from our customers' bills to make it ourselves too - we build windmills, sun parks and green gasmills in Britain. We call this turning 'bills into mills'. Some of our biggest achievements to date include building Britain's first megawatt windmill and the country's first grid-scale sun park, as well as building our first green gasmill, generating 100% green gas from a source that we will never run out of grass.

We don't just focus on energy though- we built the Electric Highway, Britain's leading network of electric vehicle charging points; we helped Forest Green Rovers become the greenest football club in the world; and we launched Britain's greenest mobile phone service, Ecotalk, where they use the money from their customers' bills to protect and regenerate Britain's lost rainforests.

Ecotricity is an equal opportunities employer and is committed to providing equality for all.