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Helpdesk Supervisor : Repairs and Maintenance
Job Description
Our client provides responsive maintenance and void property works for the local Council. Working in a call centre environment with Administrators and a Scheduler, the Maintenance Helpdesk Supervisor will have a flexible approach and drive to meet client KPIs. Your primary responsibility is ensuring the right information is being recorded onto the job management systems and issuing the right job information to the Tradesman, as well as assisting with training, coaching, and developing the small team of Administrators. Duties and responsibilities 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 recruitment, training, coaching, and developing Administrators to follow the correct process. Coach and train the team to treat customers as they would expect to be treated and be the escalation point for tenant issues and queries. 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 act professionally and provide excellent customer service. Highlight issues and trends to the Supervisors regarding 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 systems used to deliver the service are updated in a timely and accurate manner. Collect and collate client/resident satisfaction feedback and report on trends and improvement ideas. Participate occasionally in the out-of-hours escalation. Skills / Knowledge Basic knowledge of building maintenance trades and the tasks/activities for trade groups. Good geographical understanding of the Woking area. Proficient in IT systems, including MS Office and bespoke job management systems. Confident and adaptable in communicating with clients, tenants, building users, operatives, and subcontractors. Comfortable in a changing and evolving environment, demonstrating a level head to the team and enjoying the challenge. Possess good interpersonal skills and the ability to communicate professionally at all levels. Able to communicate with the workforce and remain professional even when issues are contentious. Understand customer service and can coach and supervise a team to provide a professional service in all circumstances. Working hours 8am – 5pm Monday to Friday Reward 23 Days Holiday rising with length of service, Pension, and Life Assurance
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Job Description
Our client provides responsive maintenance and void property works for the local Council. Working in a call centre environment with Administrators and a Scheduler, the Maintenance Helpdesk Supervisor will have a flexible approach and drive to meet client KPIs. Your primary responsibility is ensuring the right information is being recorded onto the job management systems and issuing the right job information to the Tradesman, as well as assisting with training, coaching, and developing the small team of Administrators. Duties and responsibilities 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 recruitment, training, coaching, and developing Administrators to follow the correct process. Coach and train the team to treat customers as they would expect to be treated and be the escalation point for tenant issues and queries. 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 act professionally and provide excellent customer service. Highlight issues and trends to the Supervisors regarding 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 systems used to deliver the service are updated in a timely and accurate manner. Collect and collate client/resident satisfaction feedback and report on trends and improvement ideas. Participate occasionally in the out-of-hours escalation. Skills / Knowledge Basic knowledge of building maintenance trades and the tasks/activities for trade groups. Good geographical understanding of the Woking area. Proficient in IT systems, including MS Office and bespoke job management systems. Confident and adaptable in communicating with clients, tenants, building users, operatives, and subcontractors. Comfortable in a changing and evolving environment, demonstrating a level head to the team and enjoying the challenge. Possess good interpersonal skills and the ability to communicate professionally at all levels. Able to communicate with the workforce and remain professional even when issues are contentious. Understand customer service and can coach and supervise a team to provide a professional service in all circumstances. Working hours 8am – 5pm Monday to Friday Reward 23 Days Holiday rising with length of service, Pension, and Life Assurance
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