Lead Resource Controller

A great opportunity has become available for a reliable and skilled Lead Resource Controllerto join a dynamic regional company recognised for developing and training its staff to succeed in their roles. Based in Portsmouth, you will join them on a full-time, permanentbasis, and in return, you will receive a competitive salary of £33,471 per annum and excellent benefits.

Our client is an expanding construction and maintenance company specialising in providing professional and high-quality construction, refurbishment, building maintenance and facilities management services across the south of England.

With a focus on delivering exceptional service to their clients and customers, the Lead Resource Controllerposition is well suited to an individual that is looking to advance their career and gain hands-on experience in a thriving and supportive workplace.

Company values

Our client take pride in everything they do - Which means they expect all their 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

They have Integrity, built-in

Company Benefits:

• 31 days annual leave rising to 36 days with length of service (including bank holidays)
• 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/after probation
• 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
• Employee recognition scheme
• Length of Service Rewards
• Childcare voucher scheme
• Defined contribution Pension Scheme of 8% (3% Employer and 5% Employee)
• Employee Assistance Programme to support all staff
• Refer a Friend scheme

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 Clients repair teams when they are at capacity for appointments.

Key responsibilities as the Lead Resource Controllerwill include:

• 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 manger to ensure safety guidelines are followed and adhered.

What the company are looking for in their Lead Resource Controller:

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

If you feel you have the skills and experience to become our clients Lead Resource Controllerthen please click "apply" now - They’d love to hear from you!

The company is an Equal Opportunities employer and a member of the Disability Confident Scheme. They are also a member of the Hampshire Construction Training Association.