Call Centre Team Leader (Facilities) – Bolton

Call Centre Team Leader (Facilities) – Bolton

IDH Group is the UK’s largest dental corporate with a network of over 640 practices nationwide. We have over 7500 employees looking after 10 million patients. We believe that our growing ‘Group’ philosophy is the way forward in Dental Care – sharing standards, clinical excellence, increased employee opportunities and better training for all of our dentists.

This role is Fixed term for 12 – 18 months although it is highly likely that there will be permanent opportunities available with IDH once this contract has ended.

Call Centre Team Leader (Facilities) – Job Purpose:

  • Resolve Area Development Manager Hotline escalations to allow HDM to focus on Service Delivery
  • Weekly 1:1’s with Helpdesk Advisors and Regional Coordinators to influence behaviours and ensure optimum performance in line with documented process
  • Ensure minimal service disruption by providing cover when required for both the Helpdesk Advisor and Regional Coordinator Role for holiday and sickness
  • Approve uplift  and CAPEX requests from the Regional Helpdesk Coordinators up to £2000 inc VAT in line with internal CAPEX policy
  • Ensure daily call handling KPI’s are maintained in line with published SLAs
  • Monitor contractor performance against agreed SLAs / KPIs by analysing data extracted from CAFM
  • Responsible for approval of all invoices that fall outside of existing reporting mechanism in line with existing approval limits
  • Record all sickness and holidays for Helpdesk Advisors and Regional Helpdesk Coordinators


Call Centre Team Leader (Facilities) – Accountabilities:

  • Ensuring contractor compliance to budgets
  • Approve uplifts and quotes between £500- £2000 inc VAT
  • Ensuring that reactive repairs are undertaken within a suitable timescale and to an acceptable standard
  • Ensuring that all project/contractor costs are approved prior to commencement of work, and that written approvals are submitted to Management Accounts for invoice reconciliation
  • Ensuring that all contractors fully comply at all times with their H&S obligations
  • Ensuing all calls to the Helpdesk are answered and handled within specific timeframes
  • Ensuring that all required certification is valid and available (Fire certification, GAS safe, electrical/mechanical test, PAT, etc.)
  • Implementation of recommendations as necessary
  • Minimising the business exposure to risk
  • Liaison with professional 3rd parties as required
  • Prompt resolution of complaints raised against contractors; escalation to Facilities Helpdesk manager as required; feedback provision to originator in a timely manner
  • Ensure the ADM Hotline is monitored and managed on a daily basis
  • Proactive management of contractors/sub-contractors; undertaking of regular performance reviews with key contractors; ensuring contractors comply with H&S policy, CDM requirements, etc., whilst engaged
  • Support the  monitoring of the Helpdesk Advisors & Regional Helpdesk Coordinators via the Helpdesk Team Leader
  • Provide support, guidance, feedback and training to Facilities Helpdesk team through effective coaching to realise their full potential by the effective application of training policies and tools
  • Engagement with other business functions (eg Estates, Purchasing)
  • On-going education to the business; raising the profile of the Facilities function within the business
  • Liaison with the Estates Dept to ensure that building survey observations/recommendations are carried out as required
  • Liaison with the Purchasing Department to ensure appropriate contractor/supplier integration
  • Attendance at operations meetings as necessary
  • Liaison with regulatory bodies as necessary (HSE, EHO, Fire Officers, etc.)
  • Build effective relationships within existing Facilities team to share ideas and best practice


Call Centre Team Leader (Facilities) – Person Specification:

  • Health and Safety qualification
  • Helpdesk Management experience
  • Multi-site operational experience
  • Project Coordinating skills
  • Strong business influencing skills – able to communicate at all levels adapting style appropriate to audience
  • Understanding of dentistry operating model
  • Understanding of CQC standards, HTM 01-05 and clinical standards within dentistry
  • Excellent verbal and written skills – with the ability to write business reports and proposals
  • Able to problem solve to make commercial decisions
  • Relationship management
  • Able to use IT systems (Excel, Outlook, Powerpoint and Word)

To apply for this role please apply via the IDH Careers website ( If you are having difficulty uploading your CV, you can e-mail your application to: [email protected]

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