Helpdesk Supervisor - Repairs and Maintenance
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 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
1. 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.
2. Assist with recruitment, training, coaching, and developing Administrators to follow the correct process.
3. Coach and train the team to treat customers as they would expect to be treated and be the escalation for tenant issues and queries.
4. Manage conflict, issues, and poor performance of your team to achieve a positive outcome for the company and contract.
5. Support the contract team in ensuring all office staff act in a professional manner, always providing excellent customer service.
6. 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.
7. Ensure the Job Management Systems and any other system(s) used to deliver the service are updated in a timely and accurate way.
8. Collect and collate client/resident satisfaction feedback and report on trends and improvement ideas.
9. Be willing and able to participate occasionally in the out-of-hours escalation.
Skills / Knowledge
1. Basic knowledge of building maintenance trades and the tasks/activities for trade groups.
2. Good geographical understanding of the Woking area.
3. Proficient in IT systems including, but not limited to, MS Office and bespoke job management systems.
4. Confident and adaptable in communicating with clients, tenants, building users, operatives, and subcontractors.
5. Comfortable in a changing and evolving environment, demonstrating a level head to the team.
6. Possess good interpersonal skills and ability to communicate professionally at all levels, being able to challenge and be challenged.
7. Able to communicate with the workforce and remain professional even when issues are contentious.
8. 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
£30,100
23 Days Holiday rising with length of service, Pension, and Life Assurance
Job Info
Job Title: Helpdesk Supervisor - Repairs and Maintenance
Company: CV-Library
Location: Woking, Surrey
Posted:
Closes: Jan 16th 2025
Sector: Customer Services
Contract: Permanent
Hours: Full Time
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