Fortus Recruitment Group Limited are a recruitment company that specialise in placing people within the repairs & maintenance industry.
We are currently working on behalf of a Housing association. My client is currently looking for a Lead Resource Controller in Portsmouth.
SUMMARY OF ROLE:
Your primary responsibility is to oversee the logistical management of Direct Operatives and Subcontractors to meet repair appointments delivering exceptional customer service. You will be working in a call centre environment managing a team of Resource Controllers ensuring they are planning future appointments and scheduling appointments for the day at the time requested by the Customer, liaising with the repair teams when we are at capacity for appointments. To succeed in this role, it is essential you have a positive, professional and versatile attitude at all times and are able to remain level headed, demonstrating leadership for your team and making rational and proactive decisions in a constantly changing and dynamic environment.
KEY RESPONSIBILITIES:
1. Supervise the performance of the resource team so that repair appointments are resourced and managed, ensuring appointment times are met by allocating the right operatives, based on skills, availability and locality to the jobs.
2. Ensure the resource team plans ahead for future jobs and appointments, anticipating capability to meet the demand, and escalate any concerns to the Service Manager.
3. Coach and develop your team to ensure they follow the correct process highlighting trends or issues as they occur so that improvements can be made to the process.
4. Use manual measures to understand performance and to identify trends or issues that you can act upon to improve the service.
5. Monitor the appointment screens and statuses to identify potential issues before they happen supervising and supporting the team to make the correct decisions to rectify, and own the issue through to resolution.
6. Implement Personal Development Plans and hold regular One-to-Ones to identify key service and personal improvement objectives.
7. Manage conflict, issues, and poor performance of your team to achieve a positive outcome for the company and contract.
8. Manage the Out of Hours rota and liaise with the Client OOH team.
9. Work closely with the Office Supervisors to ensure the Call Centre team are effective and efficient in their roles.
10. Responsible for your own Health & Safety and expected to work with the Company and your line manager to ensure safety guidelines are followed and adhered.
SKILLS REQUIRED:
1. Able to support, coach and develop a team to improve services provided.
2. Comfortable operating in a changing and evolving environment, enjoying the challenge and embracing change with a positive attitude.
3. Possess good interpersonal skills and ability to communicate at all levels in a professional manner.
4. Able to recruit and induct staff ensuring they have a professional introduction to the company and contract.
5. Able to communicate with the workforce and remain professional even when issues are contentious.
6. Comfortable in dealing with all staff to motivate and direct them to assist in improving the service.
7. Good computer skills in MS Office and comfortable using job management systems.
8. Extremely organised and self-motivated, able to self-manage and prioritise work.
9. Proactive in identifying development needs and taking action to overcome them.
10. A team player understanding what it is to be part of a team sharing experiences and learning.
KNOWLEDGE REQUIRED:
1. Basic knowledge of building maintenance trades and the tasks/activities that can be undertaken by each trade group.
2. Understanding of the Geographical Portsmouth City area.
QUALIFICATION REQUIRED:
GCSE or equivalent grade C or above in Maths and English.
EXPERIENCE:
1. 2 years experience of supervising a team.
2. Experience in a logistical resourcing role.
3. 2 years experience working in an Operations Centre of a Building Maintenance Contract (Desirable).
Fortus Recruitment Group Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies. Fortus Recruitment is an equal opportunities employer.
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