We have an exciting opportunity for an enthusiastic Service Administrator Team Leader 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.
You will be working in a call centre environment where alongside undertaking the role of an administrator you will also be managing and leading the team of Service Administrators. You will be coaching, developing and supporting them through 1-2-1s ensuring they understand how to administrate the compliance of, asbestos management, employee training, scaffold management, PPM Repairs and FRA work. You will need to communicate regularly with our Operatives, Subcontractors, Clients, Residents and Safety Department, ensuring you issue, receive, and record clean information accurately and timely.
KEY RESPONSIBILITIES
1. Train, coach and develop the Administrators to follow the correct process (Value and Enabling Steps) highlighting trends or issues as they occur so that improvements can be made to the process by everyone.
2. Ensure the Administrators update Job Management System (FES), Contract Registers and Portsmouth City Councils Database (PCC) with concise information that is of value to the users of that information in delivering the perfect repair for the customer.
3. Recruit and induct Administrators signing off probations once key probation objectives have been demonstrated by the recruit.
4. Undertake regular One-to-One's to identify key services and personal objective improvements to be achieved.
5. Manage absence, conflict, issues, and poor performance of your team to achieve a positive outcome for the company and contract.
6. Responsible for the administration of Asbestos and Scaffold Service information ensuring clean information is recorded into our Job Management System FES, Contract Scaffold Register and the PCC database(s).
7. Responsible for the administration of Employee Training ensuring the Competency and Training matrix is in date.
8. Responsible for the administration and scheduling of all PPM/compliance work, ensuring the work is booked and completed by the specified dates, tasks are managed efficiently, and the PDA screen is cleared each day.
9. To assist with any other administrative activities that are required to support the Call Centre.
10. To be able to cover the Customer Relations Officer in times of absence and sickness.
11. 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.
12. 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.
SKILLS REQUIRED
1. Able to support, coach and develop a team to improve the services provided.
2. Be very comfortable to operate 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 being able to challenge and be challenged.
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 be able to remain professional even when issues are contentious.
6. Be comfortable dealing with all staff to motivate and direct them to assist you in improving the service.
7. Have good computer skills in MS Office and be comfortable in using job management systems.
8. Be extremely organised and self-motivated, able to self-manage and prioritise work and have a desire to solve problems and eliminate waste.
9. Proactive in identifying your development needs and doing something to overcome them.
10. Be a team player by understanding what it is to be part of a team, sharing experiences and learning.
KNOWLEDGE REQUIRED
1. Basic knowledge of building maintenance trades. (Desirable)
2. Good understanding of the Geographical Portsmouth City. (Desirable)
QUALIFICATION REQUIRED
1. GCSE or Equivalent Qualification in Maths and English.
EXPERIENCE
1. 2 years' experience of supervising a team.
2. Worked in a Call Centre/Office environment.
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