Service Desk Team Leader

This role is central to the effective delivery of service operations, ensuring customer requests are logged, coordinated, and completed in line with contractual Service Level Agreements (SLAs). You will act as a key link between customers, engineers, and internal departments, ensuring real-time communication, accurate system updates, financial control, and full compliance. The role also supports continuous improvement, performance management, and high standards of customer service., * Log and distribute service calls in line with SLAs and First Time Fix (FTF) targets.

• Monitor job scheduling, progress, and outstanding calls.
• Liaise with site engineers to ensure timely responses and real-time updates.
• Chase service updates where required to maintain visibility and performance.
• Provide weekly status reports to clients and management.
• Act as a key point of contact for customers, providing clear and timely updates.
• Communicate job progress, delays, engineer reports, and non-completions effectively.
• Attend continuous improvement meetings with partner customers.
• Process completed paperwork and action follow-on requirements.
• Maintain and update the Company's maintenance software in line with compliance.
• Collate PPM documentation and maintain accurate asset records, producing monthly asset lists.
• Complete ad-hoc administrative duties as required.
• Ensure completed calls are costed in accordance with contract terms.
• Generate and deliver client finance reports at monthly meetings.
• Raise purchase orders for subcontractors and remedial works, including sourcing parts.
• Process planned visit documentation and store appropriately.
• Produce KPI reports and deliver at client meetings.
• Support departmental performance management to ensure client requirements are achieved.
• Carry out return-to-work interviews and assist with performance reviews.
• Provide training and support on company procedures and processes to ensure the team is working to the required standards.
• Liaise with other departments to maintain awareness of wider business projects.
• Provide resilience across the team and support other branches when required.
• Ensure management requests are completed accurately and efficiently.

Do you have experience in Phone etiquette?, * Administration qualification or equivalent experience.

• Industry knowledge is desirable.
• Proven customer service experience.
• Strong IT skills, including Microsoft Office 365 (SharePoint, Excel, Word).
• Experience using CRM or maintenance management systems.

Knowledge & Skills

• Highly organised with the ability to manage multiple priorities.
• Excellent written and verbal communication skills.
• Confident building strong working relationships with customers and colleagues.
• Proactive, adaptable, and solution focused.
• Calm under pressure with strong problem-solving ability.
• Strong team player with a collaborative mindset.
• Excellent time management and attention to detail.
• Commitment to continuous learning and personal development.

• A friendly and inclusive workplace where people are treated with respect
• Support from a knowledgeable team committed to your development
• A culture that values integrity, continuous improvement and working together to deliver great results

Working hours: Monday - Friday 8.00am - 5.00pm

Salary: £30,000 - £35,000 dependant on qualification, skills and experience

Benefits: Difference Maker Awards, Pension Scheme, Salary Sacrifice Pension Scheme, Holiday Buy Scheme, Life and Accident Insurance, Medical Cash Plan, Cycle to Work, 23 days holiday increasing to 27 days plus 8 bank holidays, Birthday holiday, Perks and Employee Assistance Program.

TIS is a forward thinking and nationally renowned Security and Communications Company, proudly holding NSI Gold and BAFE accreditations. We specialise in the design, installation, service and maintenance of integrated security systems and manufacture specialist equipment. TIS work with a wide range of public and private sector businesses and have earned a reputation for quality, care, and reliability, which is second to none. Our vision is to deliver and maintain a premium level of service within the industry, placing staff wellbeing, safety, and environmental responsibility at the core of our operations. At TIS, we foster a culture of excellence, collaboration, and continuous improvement, where teams are empowered to fully engage with customers and put them at the heart of everything we do.