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Lead Resource Controller

4 weeks ago

North End, United Kingdom 360 Resourcing Full time
Job Description

We are seeking a highly skilled and experienced Lead Resource Controller to join our team. As a key member of our operations centre, you will be responsible for overseeing the logistical management of direct operatives and subcontractors to meet repair appointments, delivering exceptional customer service.

Key Responsibilities:

  • Supervise the performance of the resource team to ensure repair appointments are resourced and managed, with appointment times met by allocating the right operatives based on skills, availability, and locality.
  • Anticipate and plan ahead for future jobs and appointments, ensuring capability to meet demand and escalating any concerns to the Service Manager.
  • Coach and develop team members to ensure they follow the correct process, highlighting trends or issues to improve the process.
  • Monitor appointment screens and statuses to identify potential issues, supervising and supporting the team to make the correct decisions to rectify and own the issue through to resolution.
  • Implement Personal Development Plans and hold regular One-to-Ones to identify key service and personal improvement objectives.
  • Manage conflict, issues, and poor performance of team members to achieve a positive outcome for the company and contract.
  • Work closely with Office Supervisors to ensure the Call Centre team are effective and efficient in their roles in achieving the perfect repair process.

Requirements:

  • 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 by each trade group.
  • Understanding of the geographical Portsmouth City area.

About Us:

We are an equal opportunities employer and a member of the Disability Confident Scheme. We are also a member of the Hampshire Construction Training Association.