A great opportunity has become available for a reliable and skilled Maintenance Helpdesk Supervisorto join a dynamic regional company recognised for developing and training its staff to succeed in their roles. Based in the Woking office, you will join them on a full-time, permanentbasis, and in return, you will receive a competitive salary of £30,160 and excellent benefits.
Our client is an expanding construction and maintenance company specialising in providing professional and high-quality construction, refurbishment, building maintenance and facilities management services across the south of England.
With a focus on delivering exceptional service to their clients and customers, the Maintenance Helpdesk Supervisorposition is well suited to an individual that is looking to advance their career and gain hands-on experience in a thriving and supportive workplace.
Company values
Our client take pride in everything they do - Which means they expect all their employees to:
- Present a professional appearance at all times
- Keep your work area safe, tidy and well organised
- Deliver a high standard of work at all times
They have Integrity, built-in
Company Benefits:
- 31 days annual leave rising to 36 days with length of service (including bank holidays)
- A flexible scheme to buy or sell up to 5 days of annual leave per year
- Company sick pay after 12 months length of service/after probation
- Life Insurance
- Octopus Electric Dreams Car Scheme to enable staff to drive a new electric car - paid for through salary sacrifice
- Cycle to Work Scheme
- Discounted Gym Membership
- Employee recognition scheme
- Length of Service Rewards
- Childcare voucher scheme
- Defined contribution Pension Scheme of 8% (3% Employer and 5% Employee)
- Employee Assistance Programme to support all staff
- Refer a Friend scheme
Key responsibilities as the Maintenance Helpdesk Supervisorwill include:
You will be working in a call centre environment with Administrators and a Scheduler. Your primary responsibility ensuring the right information is being recorded onto the clients job management systems and issuing the right job information to the Tradesman and to assist with Training, coaching and developing the small team of Administrators. You will also be required to:
- Ensure you understand the end-to-end process of delivering the perfect repair for the customer and the key responsibilities in achieving this for all the roles involved in this process.
- Assist with Training, coaching and developing Administrators to follow the correct process highlighting trends or issues as they occur so that improvements can be made to the process by everyone.
- Use manual measures and demand sheets to understand the performance of the service, identifying trends or issues to feed back to the team.
- Assist with Coaching and training the team to treat customers as they would expect to be treated if they were the customer themselves and be the escalation for tenant issues and queries if the tenant requests escalation themselves.
- Assist with Recruiting and inducting Administrators
- Manage conflict, issues, and poor performance of your team to achieve a positive outcome for the company and contract.
- Support the contract team in ensuring all office staff are acting in a professional manner always providing excellent customer service.
- Highlighting issues and trends to the Supervisors / Contract Manager in relation to quality of workmanship, or task productivity where the expected demonstrated time for the trade and task has been exceeded.
- Ensure the Job Management Systems, and any other system(s) used to deliver the service, are updated in a timely and accurate way.
- Collect and collate client/resident satisfaction feedback and report on trends and improvement ideas.
- Lead improvement projects to improve the service delivery to our clients.
- To be willing and able to participate occasionally in the out-of-hours escalation
What the company are looking for in their Maintenance Helpdesk Supervisor:
- 2 years experience working in an Operations Centre of a Building Maintenance Contract (Desirable)
- Knowledge of National Housing Schedule of Rates (Desirable)
- GCSE or equivalent qualification in Maths and English
- Relevant qualification in Business Administration or Customer Services (advantageous)
- Basic knowledge of building maintenance trades and the tasks/activities that can be undertaken by each trade group.
- Good geographical understanding of the Woking area including the main highways, the best routes, and travel times between different locations.
If you feel you have the skills and experience to become our clients Maintenance Helpdesk Supervisorthen please click apply now Wed love to hear from you!
The company is an Equal Opportunities employer and a member of the Disability Confident Scheme. They are also a member of the Hampshire Construction Training Association.
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