Helpdesk Manager - Reactive Maintenance
Waltham Abbey, Essex | £40k + Package
Brief:
We have a full time role for an enthusiastic, dynamic, forward thinking Reactive Maintenance Helpdesk Manager to join our busy, friendly building contractors and shopfitting Company based at our office in Waltham Abbey, Essex. The post holder will be responsible for working on a high-profile helpdesk whilst supervising a team of multi trade operatives and support admin.
Duties:
* Manage and co-ordinate helpdesk team
* Receiving and distributing clients service requests including scheduling the engineers in a prioritising and coordinated manner
* Reactive technical support for the engineers, when required
* Skills test new operatives
* Sourcing and ordering parts/materials, when required
* Process improvements to hit KPI's and SLA's
* Monitoring the logging service requests by telephone and email
* Ensure compliance with statutory and company procedures undertaken by the team
* Updating and checking client portals
* Arranging return visits for engineers for uncompleted jobs or to fit additional parts
* Full responsibility for diary management of allocated engineers and contractors as needed
* Estimating / Pricing / Invoicing
* Ensuring all invoicing is completed daily, to include all jobs completed by allocated engineers, PM work and unallocated engineers as required by the business, liaising with engineers.
* Dealing with complaints as required
* Analysis of job history/running reports
* Attend management meetings, follow up actions as necessary
* Interviewing/Training
* Carrying out one to ones, grievances, and disciplinary meetings
* Helpdesk diary management coordinating annual leave and shift patterns
* Liaising with subcontractors to ensure they are providing adequate service
* Performance Reporting/Appraisals
* Managing and updating all spreadsheets ensuring are compliant etc.
* Any other ad-hoc duties as required.
Skills required:
* Reactive Maintenance Helpdesk Manager experience
* Experience of working in a call handling environment, preferably in the building sector
* Demonstrable interpersonal skills over telephone, email and in person
* Ability to use questioning skills to identify root causes of client issues and find solutions in an efficient and customer focused manner
* Solid experience of working with computer as well as industry specific systems and data entry
* Ability to be calm under pressure and manage clients’ issues and expectations suitably
* Management
* Ability to prioritise workload and delegate proportionately
You must be:
* IT literate to a high level (including Word, Excel, Outlook etc)
* Highly organised
* Enthusiastic – ready for a challenge
* Good work ethic
* Uses initiative
* Good timekeeping
* Adaptable
* Good with figures
Additional Information:
* Office Hours: Mondays to Fridays 8am to 5pm
* Annual leave: 28 days rising to 33 days (includes Bank Holidays) after one full year of service
* Company Pension after 3 months
* Group Life Scheme after 6 months of service
* Starting salary £40,000.00 per annum
Helpdesk Manager - Reactive Maintenance
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