Team Lead, Support Services

The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge qualifications and experience for the the normal course employees will be hired transferred or promoted between the minimum and midpoint of the salary range for a job.

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

At UBC we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research innovation and learning for all faculty staff and students. Our commitment to employment equity helps achieve inclusion and fairness brings rich diversity to UBC as a workplace and creates the necessary conditions for a rewarding career.

Job Summary
The Team Lead Support Services is responsible for the day-to-day operation of the Facilities Service Centre and for training and enablement initiatives that support consistent understanding and application of Facilities systems procedures and service levels and standards.

Reporting to the Manager Customer Services this role provides leadership to the Facilities Service Centre coordinates training delivery across Facilities supports the development of accessible learning materials and monitors training completion and compliance. The Team Lead plays a critical role in strengthening service consistency staff capability and customer experience across Facilities.

Organizational Status
Reports to the Manager Customer Services.

Works closely with Facilities departments HR Safety & Risk Services and Customer Services & Informatics partners.

Supervises 4 Service Centre staff and provides functional leadership to staff participating in Facilities-wide training initiatives.

Work Performed
Service Centre Operations

• Leads the daily operations of the Facilities Service Centre ensuring timely accurate and customer-focused service delivery.

• Oversees workflow management scheduling and resource allocation to meet service demand and peak periods.

• Provides guidance on complex building and land-related inquiries and escalated issues ensuring appropriate resolution and documentation.

• Monitors service metrics error trends and customer feedback; recommends and implements process improvements.

• Ensures consistent application of service standards procedures and systems across the Service Centre.

People Leadership

• Provides day-to-day leadership coaching and support to Service Centre staff.

• Conducts performance conversations onboarding and career development planning in collaboration with the Manager Customer Services.

• Contributes to a respectful inclusive and high-performing team environment.

Training and Enablement (Facilities-wide)

• Works closely with the Operations/Project Manager Change Management to support coordinate and deliver training programs across Facilities to ensure consistent understanding and application of:

  • EMMS and related systems

  • Customer experience and service standards

  • Bullying & harassment policies

  • Expression of Interest (EOI) processes

  • Facilities onboarding programs

  • Other required compliance or operational training

• Updates and maintains engaging accessible training materials (e.g. guides job aids e-learning modules).

• Manages onboarding training for new Facilities staff ensuring a consistent and positive introduction to systems processes and service expectations.

• Delivers training to all Facilities staff members as well as UBC Security on Facilities after-hours call handling procedures

Compliance and Continuous Improvement

• Ensures training completion compliance requirements and associated key performance indicators; follows up with managers and staff as needed and escalates risks or gaps to Operations/Project Manager Change Management

• Maintains training records and reporting to support audits compliance and continuous improvement.

• Identifies gaps in knowledge skills or process adherence and recommends targeted training or process enhancements.

General

• Participates in Facilities and University committees working groups and projects as required.

• Prepares reports and supports special projects related to service delivery and training.

• Performs other related duties consistent with the scope of the role.

Consequence of Error/Judgement
The Team Lead Support Services requires excellent people and customer service skills and the ability to exercise extensive good judgment regarding how staff members are deployed most effectively as individuals and as a team. Task-management skills are required to ensure jobs are carried out efficiently accurately and in a timely fashion to meet critical targets. Prioritization good judgment and confidentiality are key elements. The individual will have considerable autonomy and authority in making day-to-day decisions. Inappropriate judgment can lead to negative labour relations outcomes and reduced efficiency.

Supervision Received
Works autonomously and within broad objectives under the direction of the Manager Customer Services.

Supervision Given
Manages service centre coordinators and is responsible for hiring discipline evaluation and termination.

Minimum Qualifications
Undergraduate degree in a relevant discipline. Minimum of two years of related experience or the equivalent combination of education and experience.

- Willingness to respect diverse perspectives including perspectives in conflict with ones own

- Demonstrates a commitment to enhancing ones own awareness knowledge and skills related to equity diversity and inclusion

Preferred Qualifications

• Minimum three years of related experience in customer service operations training or service delivery environments.

• Demonstrated experience leading frontline teams or coordinating operational workflows.

• Experience delivering training or learning programs in a complex organization.

• Experience with enterprise systems such as Planon Workday or similar platforms.

• Strong process improvement documentation and facilitation skills.

• Experience in a unionized and/or post-secondary environment is an asset.

• Strong customer service orientation with the ability to manage complex or escalated issues.

• Excellent communication facilitation and training delivery skills.

• Ability to organize prioritize and manage multiple demands in a high-volume environment.

• Strong attention to detail and commitment to consistency and quality.

• Demonstrated commitment to equity diversity and inclusion.