Helpdesk Service Supervisor
3 weeks ago
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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