Helpdesk Service Supervisor

3 weeks ago


Woking, Surrey, United Kingdom Resourcing Group Full time
Job Description

This is an exciting opportunity for a highly motivated individual to join our team as a Helpdesk Service Supervisor. The successful candidate will be responsible for ensuring the effective delivery of our maintenance services.

About the Role:

  • Work closely with the contract team to ensure all office staff provide excellent customer service
  • Develop and implement process improvements to enhance service quality
  • Provide training and coaching to team members to enhance their skills and knowledge
  • Assist with recruitment and induction of new team members
  • Manage conflicts and issues within the team to achieve a positive outcome
  • Collaborate with the supervisors to ensure all aspects of the job are completed efficiently
  • Monitor and report on trends and improvement ideas from client/resident satisfaction feedback
  • Lead improvement projects to enhance service delivery to clients

Key Responsibilities:

  • Ensure accurate and timely information is recorded onto the client's job management systems
  • Issue correct job information to tradesmen
  • Train and develop the small team of administrators
  • Use manual measures and demand sheets to understand performance trends and issues
  • Coach and train the team to deliver exceptional customer service
  • Recruit and induct new team members
  • Manage conflict, issues, and poor performance within the team
  • Support the contract team to ensure all office staff act professionally
  • Highlighting issues and trends to the supervisors/contract manager regarding quality of workmanship and task productivity

Requirements:

  • 2 years experience working in an operations centre of a building maintenance contract (desirable)
  • Knowledge of National Housing Schedule of Rates (desirable)
  • GCSE or equivalent qualification in Maths and English
  • Relevant qualification in Business Administration or Customer Services (advantageous)
  • Basic knowledge of building maintenance trades and tasks/activities
  • Good geographical understanding of the Woking area

Salary: £30,160 per annum, plus excellent benefits.

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
  • Cycle to Work Scheme
  • Discounted Gym Membership
  • Employee recognition scheme
  • Length of Service Rewards
  • Childcare voucher scheme
  • Pension Scheme of 8% (3% Employer and 5% Employee)
  • Employee Assistance Programme
  • Refer a Friend scheme


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