Team Manager - Elogs : Job Details

Team Manager

Salary: £27,300 per annum

Location: Office based – St Ives, Cambridgeshire

Permanent, Monday to Friday 8:30-5pm, on call cover and 1 week in 4 for weekend cover

About us

At Elogs, we enable our clients to maximise their buildings’ performance by providing support around the clock. With our team of experienced problem solvers and our unrivalled platform, you gain full control of your facilities’ performance. Confidence and reliability isn’t a question - it’s guaranteed.

We give our clients the people and technology they need to manage their assets and deliver outstanding experiences around their built environment. Embedded in your business, we own jobs from start to finish and take full control of your service providers.

This empowers you to focus on unlocking the potential of your assets. Freedom - the Elogs way.

About the role

The team manager will ensure the smooth running of the service desk for allocated customer accounts. Driving service excellence and efficient performance of the team.

What you’ll be getting up to

• Line management of the team
• Ensuring KPI’s and SLA’s are met on allocated customer accounts
• Weekly reporting on Service Desk statistics
• Implementing approved solutions for improved performance
• Coaching and management of direct reports
• Producing and maintaining process documentation for customer accounts
• Investigate and respond to complaints from clients
• Managing staff allocation across client accounts on a day-to-day basis
• Working with Other Team Manager Colleagues to ensure cover & Collaborative working across the Service Desk
• Providing support and cover for other Team Managers
• Attend meetings with Client Account managers
• Occasional attendance at client meetings
• Providing on-call out of hours escalation support (Nights & Weekends) on a rota basis
• 1st line holiday approval & absence reporting
• Undertaking annual performance reviews of direct reports

What we're looking for

The ideal candidate for this role will demonstrate behaviours that reflect our core values. Our colleagues are approachable and optimistic, focussing on solutions. We listen to understand client needs, delivering expert guidance and high-quality service. We foster collaboration by sharing knowledge openly and supporting others to thrive by sharing well-considered feedback. We continuously strive for improvement by being open to challenge, being curious and focussing on innovation.

In order to excel in this role you need…

• Logical thinker & Problem Solver
• Minimum 3 years’ experience in a customer service environment
• Experience in people and team management.
• Articulate & Personable

Why join us?

We put people first—whether it’s our customers or our colleagues. When you join us, you’ll be part of a supportive team that values collaboration, innovation, and professional growth. We’ll give you the tools and opportunities to succeed, while ensuring you feel valued every step of the way.

Our benefits

We aim to support our colleagues both professionally and personally. Here’s a snapshot of what we offer:

• Wellbeing – Health cash plan, gym discounts, cycle to work scheme and an enhanced employee assistance programme
• Financial – salary sacrifice pension scheme and exclusive shopping discounts
• Family – we enhance statutory entitlements for family leave policies
• Community – volunteer days and religious holiday swaps
• Social – we host an annual conference to get the whole business together as well as our team of Social Champions who arrange regular events for inside and outside of work
• Development – we’ll cover the cost of a professional membership fee, support your personal and professional development and provide you with access to our online learning library

INDHS