Strategy Manager
2 days ago
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. 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. 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.
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.
• Use manual measures to understand performance and to identify trends or issues that you can act upon to improve the service.
• 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.
• Able to recruit and induct staff ensuring they have a professional introduction to the company and contract.
• 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.
• Basic knowledge of building maintenance trades and the tasks/activities that can be undertaken be each trade group.
• GCSE or equivalent grade C or above in Maths and English.
2 years' experience working in an Operations Centre of a Building Maintenance Contract. (Fortus Recruitment Group Limited acts as an Employment Business for the supply of temporary workers and an Employment Agency in relation to permanent vacancies.
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