Maintenance Helpdesk Supervisor
6 days ago
A great opportunity has become available for a reliable and skilled Maintenance Helpdesk Supervisor to join a dynamic regional company recognised for developing and training its staff to succeed in their roles. Based in our office in Woking, you will join us on a full-time, permanent basis, and in return, you will receive a competitive salary of £30,160 and excellent benefits.
Mountjoy is an expanding construction and maintenance company specialising in providing professional and high-quality construction, refurbishment, building maintenance and facilities management services across the south of England.
With a focus on delivering exceptional service to our clients and customers, the Maintenance Helpdesk Supervisor position is well suited to an individual that is looking to advance their career and gain hands-on experience in a thriving and supportive workplace.
Our Company values
We take pride in everything we do - Which means we expect all our employees to:
Present a professional appearance at all times
Keep your work area safe, tidy and well organised
Deliver a high standard of work at all times
We have Integrity, built-in
Our Company Benefits:
31 days annual leave rising to 36 days with length of service (including bank holidays)
We offer 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 to enable staff to drive a new electric car - paid for through salary sacrifice
Cycle to Work Scheme
Discounted Gym Membership
Employee recognition scheme
Length of Service Rewards
Childcare voucher scheme
Defined contribution Pension Scheme of 8% (3% Employer and 5% Employee)
Our Employee Assistance Programme to support all staff
Refer a Friend scheme
Key responsibilities as our Maintenance Helpdesk Supervisor will include:
You will be working in a call centre environment with Administrators and a Scheduler. Your primary responsibility ensuring the right information is being recorded onto the Mountjoy 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. You will also be required to:
Ensure you understand 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 Training, coaching and developing Administrators to follow the correct process highlighting trends or issues as they occur so that improvements can be made to the process by everyone.
Use manual measures and demand sheets to understand the performance of the service, identifying trends or issues to feed back to the team.
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.
Assist with Recruiting and inducting Administrators
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 / Contract Manager 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.
Lead improvement projects to improve the service delivery to our clients.
To be willing and able to participate occasionally in the out-of-hours escalation
What we are looking for in our Maintenance Helpdesk Supervisor:
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 the tasks/activities that can be undertaken by each trade group.
Good geographical understanding of the Woking area including the main highways, the best routes, and travel times between different locations.
If you feel you have the skills and experience to become our Maintenance Helpdesk Supervisor then please click “apply” now – We’d love to hear from you
Mountjoy is an Equal Opportunities employer and a member of the Disability Confident Scheme. We are also a member of the Hampshire Construction Training Association
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