Lead Resource Controller

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 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. Our purpose is to deliver “the right work at the right time” for the customer you will need to use your skills, knowledge, experience and training to ensure this is achieved.

KEY RESPONSIBILITIES:

• 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 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 manger to ensure safety guidelines are followed and adhered.

SKILLS REQUIRED

• Able to support, coach and develop a team to improve services provided.

• Be very comfortable to operate in a changing and evolving environment, enjoying the challenge and embracing change with a positive attitude.

• Possess good interpersonal skills and ability to communicate at all levels in a professional manner being able to challenge and be challenged.

• Able to recruit and induct staff ensuring they have a professional introduction to the company and contract.

• Able to communicate with the workforce and be able to remain professional even when issues are contentious.

• Be comfortable in dealing with all staff to motivate and direct them to assist you in improving the service.

• Have good computer skills in MS Office and be comfortable in using job management systems.

• Be extremely organised and self-motivated, able to self-manage and prioritise work and have a desire to solve problems and eliminate waste.

• Proactive in identifying your development needs and doing something to overcome them.

• Be a team player by understanding what it is to be part of a team sharing experiences and learning.

KNOWLEDGE REQUIRED

• Basic knowledge of building maintenance trades and the tasks/activities that can be undertaken be each trade group.

• Understanding of the Geographical Portsmouth City area. 

QUALIFICATION REQUIRED

• GCSE or equivalent grade C or above in Maths and English.

EXPERIENCE

• 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)

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.