Who we are:
Myshon Ltd aims to support independent living for vulnerable adults, who have mental health, severe learning difficulties, alcoholism, drug addiction and physical disabilities. We operate within a domestic environment, embedded into local communities in order to promote their independence, understanding that everyone is individual and may need tailored support.
What we do:
We employ a regional management team of housing support officers and maintenance technicians who assist with Tenants' needs and the management of assets. We also have a network of trusted sub-contractors.
We partner with care providers who provide specialist support to tenants depending on their assessed needs, including helping them to maintain their tenancies, pay their bills, improve their wellbeing, and learn to manage day-to-day activities more independently.
Job Role:
The BMC Help Desk Co-ordinator will assist in managing and coordinating the planned, reactive repair and compliance requirements of our clients' properties.
Key Responsibilities
* To be the first point of contact for our clients, either via the Fix Flo maintenance reporting portal, phone, or email.
* Log all reported issues onto our in-house Fix Flo system.
* Manage both reactive and planned works through to completion, ensuring they are delivered within our set KPI's.
* Liaise with contractors/suppliers and in-house maintenance technicians to ensure the satisfactory and timely completion of all issues related to compliance activities and chase where needed to ensure all KPI's are met.
* Manage planned works through to completion, including remedial works to ensure all our clients' properties are fully compliant completed within our set KPI's. This includes, but is not limited to, Gas safety Certificates, Fire Risk Assessments, Electrical Certificates, Asbestos Surveys, Legionella Risk assessments.
* Chase above where needed to ensure they meet our issued KPI's.
* Work with the finance team to ensure matchup between Issue References and purchase orders.
* Assist to manage awarded project works from instruction to practical completion.
* Ensuring complaints are escalated to the appropriate manager.
* First point of contact for third party vendors regarding operational issues.
External Stakeholders
* Landlords
* Suppliers such as trade merchants
* Contractors
* Care Providers
* Local Authorities
Internal Stakeholders
* Head Office Support functions e.g. Finance, HR, IT
* Regional Housing Support Officers
* Senior Management Team
* Income and Finance Team
* Maintenance Operatives
Skills (includes Key Competencies)
* Excellent customer service skills.
* Must have the ability to make decisions and be fully accountable to both clients and the Company.
* Ensuring they accurately comprehend clients' requests and issues by confirming and clarifying information.
* Must have excellent communication and organisational skills.
* Strong attention to detail, maintaining accurate customer records in a company's customer relationship management (Fix Flo) system; completing call logs and reports
* Understands when to escalate issues above.
* Proficient in Microsoft Office (especially Excel and Outlook)
Personal Qualities
* Demonstrates the ability to be a team player.
* Willing to be flexible and respond to changing circumstances in a fast paced office environment and add value to the business.
* Ability to empathise with callers, following through with clients to ensure they are satisfied.
* Strong analytical and problem-solving skills to correctly identify issues and determine the most effective solutions.
* Ability to remain calm and polite when dealing with unsatisfied clients.
* Stamina to handle high volumes of calls and consistently provide excellent service
* Passion for seeing things through from start to finish.
* Willingness to learn.
Experience and Qualifications
Essential
* Must have experience in a busy helpdesk/call centre environment.
Desirable
* Any trade experience such as plumbing, electrical or building maintenance
* Experience of dealing with Local Authorities, care providers and working with vulnerable adults
* Knowledge of property services/facilities management
* Knowledge of Fix Flo
Benefits
* 5% Employer Pension
* 25 days' holiday plus bank holidays
* 24 hour Employee Assistance Programme
* Employee Referral Scheme
* Life insurance 4 x annual salary
* Free on-site parking
(The above outlines the main duties and responsibilities of the position, however, this cannot be comprehensive and other duties, as directed by the company and within the role holder's capabilities may be required).
Job Types: Full-time, Permanent
Pay: £27,000.00 per year
Work Location: In person