Helpdesk Supervisor - Repairs and Maintenance

Our client provide responsive maintenance and void property works for the local Council.

Working in a call centre environment with Administrators and a Scheduler Maintenance Helpdesk Supervisor will have a flexible approach and drive to meet client KPIs.

Your primary responsibility ensuring the right information is being recorded onto the job management systems and issuing the right job information to the Tradesman and to assist with Training, coaching and developing the small team of Administrators.

Duties and responsibilities

• 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.
• Assist with recruitment, training, coaching and developing Administrators to follow the correct process.
• Assist with Coaching and training the team to treat customers as they would expect to be treated if they were the customer themselves and be the escalation for tenant issues and queries if the tenant requests escalation themselves.
• Manage conflict, issues, and poor performance of your team to achieve a positive outcome for the company and contract.
• Support the contract team in ensuring all office staff are acting in a professional manner always providing excellent customer service.
• Highlighting issues and trends to the Supervisors in relation to quality of workmanship, or task productivity where the expected demonstrated time for the trade and task has been exceeded.
• Ensure the Job Management Systems, and any other system(s) used to deliver the service, are updated in a timely and accurate way.
• Collect and collate client/resident satisfaction feedback and report on trends and improvement ideas.
• To be willing and able to participate occasionally in the out-of-hours escalation

Skills / Knowledge

• Basic knowledge of building maintenance trades and the tasks/activities for trade groups

• Good geographical understanding of the Woking area
• Be proficient in your use of IT systems to include, but not limited to MS Office and bespoke job management system.
• Confident and adaptable in your ability to be able to talk to clients, tenants, building users, operatives, and subcontractors in quick succession.
• Comfortable in a changing and evolving environment demonstrating a level head to the team and enjoy the challenge.
• Possess good interpersonal skills and ability to communicate at all levels in a professional manner being able to challenge and be challenged.
• Able to communicate with the workforce and be able to remain professional even when issues are contentious.
• Understand customer service and can coach and supervise a team to provide a professional service in all circumstances.

Working hours 

• 8am – 5pm Monday to Friday

Reward

• £30,100
• 23 Days Holiday rising with length of service, Pension and Life Assurance