Lead Resource Controller - Portsmouth City Council
Mountjoy specialises in providing professional and high-quality construction, refurbishment, building maintenance and facilities management services across the south of England.
We have an exciting opportunity for an enthusiastic Lead Resource Controller to join our dynamic team. This permanent position is well suited to an individual that is looking to advance their career and gain hands-on experience in a thriving and supportive workplace.
OUR COMPANY BENEFITS
* 31 days annual leave rising to 36 days with length of service (including bank holidays)
* We offer 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
* 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
* Length of Service Rewards
* Defined contribution Pension Scheme of 8% (3% Employer and 5% Employee)
* Our Employee Assistance Programme to support all staff
* Refer a Friend scheme
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 Portsmouth City’s Councils (PCC) repair teams when we are at capacity for appointments.
The key activities you will undertake in this role will be:
* To 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.
* To supervise the performance of the resource team ensuring they plan ahead for future jobs and appointments anticipating capability to meet the demand, and escalate any concerns to the Service Manager.
* Coach and develop your team to ensure they follow the correct process (Value and Enabling Steps) highlighting trends or issues as they occur so that improvements can be made to the process.
* Use manual measures to understand performance and to identify trends or issues that you can act upon to improve the service.
* 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 pulling on the Supervisors/Foreman or Service Manager if required.
* Implement Personal Development Plans and hold regular One-to-One’s to identify key service and personal improvement objectives.
* Manage conflict, issues, and poor performance of your team to achieve a positive outcome for the company and contract.
* Management of the Out of Hours rota and liaise with the Client OOH team.
* Work closely with the Office Supervisors to ensure the Call Centre team are effective and efficient in their roles in the achievement of the perfect repair process.
* You are responsible for your own Health & Safety and are expected to work with the Company and your line manager to ensure safety guidelines are followed and adhered.
* To live the Mountjoy ethos and values at all times with whoever you deal or engage with.
KNOWLEDGE REQUIRED
* Basic knowledge of building maintenance trades and the tasks/activities that can be undertaken by each trade group.
* Understanding of the Geographical Portsmouth City area.
EXPERIENCE REQUIRED
* 2 years’ experience of supervising a team.
* Worked in a logistical resourcing role.
* 2 years’ experience working in an Operations Centre of a Building Maintenance Contract. (Desirable)
QUALIFICATION REQUIRED
* GCSE or equivalent grade C or above in Maths and English.
If you feel you have the skills and experience to become our Lead Resource Controller, then please send your CV to Jobs@mountjoy.co.uk – We’d love to hear from you!
The company is an Equal Opportunities employer and a member of the Disability Confident Scheme, and are also a member of the Hampshire Construction Training Association.
Our Company values
We take pride in everything we do - Which means we expect all our 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.
We have Integrity, built-in
Key information
Department:
Geographical Area
Portsmouth
Location:
PO2 8AA
Hours:
40
Who you report to:
Office Manager
Who reports to you:
Deputy Lead Resource Controller / Resource Controller
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