Repairs Helpdesk Supervisor
Job introduction
Would you like to lead and motivate a team in a busy call centre environment? Do you have a strong customer focus with a desire to put the resident at the heart of the job? Do you have the skills to develop and train staff to improve team performance?
The is a full-time permanent role with 5.5hrs contracted overtime.
For an informal discussion, please contact Delia Smallwood - Repairs Helpdesk & Customer Services Manager on 07592-591423 or email delia.smallwood@brighton-hove.gov.uk
About the role
If so, our role for a talented and motivated Repairs Helpdesk Supervisor within the Housing Repairs and Maintenance call centre may be for you.
This is an exciting opportunity to develop your line management experience in a fast-paced environment. You will lead by example and provide help and support to your direct reports to ensure the very best performance from your team.
You will be working alongside other Supervisors, directly reporting to the Repairs Helpdesk Manager to deliver a high-quality call centre service provision for our residents. You will have excellent customer service skills and understand the needs of our diverse customers as they report new repairs and request updates on existing repairs. You will be responsible for direct line management of customer service advisors: training and developing your team to provide a caring and efficient service for our residents, whilst ensuring that team targets are met.
The service currently has a considerable backlog of outstanding repairs and you will play a crucial role in motivating your direct reports to provide positive communications to callers as we recover from the impacts of Covid-19.
In return for your skills and hard work, we offer:
- A standard working week of 37 hours per week plus 5.5 hours of contracted overtime (Monday – Friday 08.00 – 17.00).
- A full induction with job shadowing and on-going mentoring and development
- Paid annual leave
- Pension scheme
Due to the ongoing impact of COVID-19, we’re reviewing how we deliver services across the organisation. We’re looking into ways that office roles can be filled by a hybrid office and home working pattern.
Please read our Apply for a job at the council (brighton-hove.gov.uk) pages carefully. They give you all the guidance you need to complete your application as well as information on what will happen after you’ve submitted your application and at interview.
As part of your application, you will need to upload your CV and answers to some shortlisting questions. Your answers to the shortlisting questions are the most important part of your application as they will be used in the shortlisting process to assess whether you meet the essential requirements for the role that are set out in the person specification and to decide whether you should be offered an interview. Before you start your application, please read our guidance here (CV guidance (brighton-hove.gov.uk) and Shortlisting questions guidance (brighton-hove.gov.uk) as this gives important advice which will increase your chance of success in the shortlisting process.
Additional information
Your starting salary will be pro rata if the above position is term-time only. For part time applicants, where your working week is less than the council’s basic 37 hour week, contracted overtime rated pay will not form part of your working hours. This is because overtime rated pay is payable for hours worked in excess of the council’s basic 37 hour week. Your starting salary will be pro rata based on the basic annual salary elements of pay between £25,927 & £27,514.
Work Permits: We may be able to obtain a Work Permit for this post but this is subject to meeting the requirements of the UK Visas and Immigration (UKVI) Points-based Immigration System. Please see Gov.uk for more information on the Skilled Worker Visa.
For more information about our values and the benefits of working at the council, visit Why work for us (brighton-hove.gov.uk)
Company information
Encouraging a diverse workforce
Our city is known and loved for its diversity. Not only is the mixture of people, culture and skills vital to the economic and social development of the city, it's what makes Brighton & Hove such a great place to live, work and visit. We are committed to developing and retaining a workforce that is representative of the diverse communities we serve so we welcome applications from individuals from all backgrounds. In order to achieve our aims of proportionate representation, we particularly encourage applicants from a BME or White Other background as well as those who identify as disabled, male or trans.
Find out more about our commitment to being a fair and inclusive place to work where everyone can achieve their potential by reading about our fair and inclusive actions, our anti-racism strategy and the work we are doing to encourage a diverse workforce (brighton-hove.gov.uk).