Property Helpdesk Supervisor

IWC Independent Worldwide Consolidators SpA; Blackburn; On-site; GBP 26,000 - 30,000; Full time

Job summary

Join a forward-thinking property maintenance and asset management firm as a Property Help Desk Supervisor. In this exciting role, you will lead a dynamic help desk team, ensuring exceptional service delivery and operational excellence. Your expertise will drive the coordination of maintenance activities, enhance team skills, and foster strong relationships with stakeholders. This is an excellent opportunity to make a real impact in the social housing sector while collaborating with a dedicated senior management team. If you are motivated, proactive, and ready to elevate service standards, this position is perfect for you.

Benefits

Annual Bonus

Exceptional Benefits

Support from Senior Management

Qualifications

• Proven experience in reactive maintenance and planning in property maintenance.
• Strong problem-solving skills and ability to manage emergencies.

Responsibilities

• Supervise help desk team and ensure high-quality service delivery.
• Manage performance of contractors and monitor repair projects.

Skills

Reactive Maintenance

Planning in Property Maintenance

Problem-Solving Skills

Communication Skills

Conflict Resolution

Tools

simPRO

Job description

Property Help Desk Supervisor

Lead a Dynamic Help Desk Team

Are you an experienced Property Maintenance Supervisor, Property Help Desk Team Leader, or Property Services specialist seeking a dynamic opportunity to grow with a well-established team?

We invite you to join our forward-thinking Property Maintenance and Asset Management business where your skills will drive exceptional service delivery and operational excellence.

About Us

We empower our clients, who manage extensive property portfolios, primarily within the UK social housing sector. We are committed to delivering outstanding property maintenance services that ensure smooth operations, compliance, and heightened customer satisfaction.

We are looking for a proactive Property Help Desk Supervisor to oversee our help desk team, coordinate maintenance activities, and elevate service standards.

Property Help Desk Supervisor Key Responsibilities

Help Desk Leadership

1. Supervise the help desk team to meet KPIs and deliver cost-effective, high-quality services.
2. Ensure all processes from job creation to completion are followed effectively and accurately.

Technical Support

1. Share technical knowledge and provide guidance to Property Maintenance Coordinators and Compliance Officers.
2. Enhance team skills to ensure comprehensive understanding and resolution of maintenance issues.

Labour and Contractor Management

1. Lead the direct labour team DLOs, emphasising customer satisfaction and service efficiency.
2. Monitor and manage the performance of contractors and delivery partners, ensuring alignment with quality and compliance standards.

Operational Oversight

1. Schedule and oversee site visits to monitor repair and void work projects.
2. Conduct detailed triage of maintenance issues to ensure accurate and efficient resolution.
3. Monitor repeat repairs and escalate persistent issues to senior leadership.

Performance Monitoring

1. Drive the Property help desk performance measures, including adherence to response times, accurate job prioritisation, and quality assurance.
2. Evaluate and improve processes to maximise team efficiency and customer satisfaction.

Communication and Collaboration

1. Foster strong relationships with internal staff, field teams, and external partners.
2. Ensure open, effective, and regular communication across all stakeholders.

Ideal Candidate Profile

We are looking for a motivated professional with the following skills and attributes:

Essential Experience

1. Proven experience in reactive maintenance and planning in property maintenance.
2. Familiarity with CDM15 regulations and necessary certifications for compliance.

Technical and Operational Expertise

1. Quick learner with the ability to master simPRO and other scheduling tools.
2. Strong problem-solving skills with a focus on effective conflict resolution and calm management of emergencies.

People and Communication Skills

1. Ability to build strong relationships and work compassionately in social housing settings.
2. Excellent communication skills to guide and motivate the team while ensuring customer satisfaction.

Process-Driven Approach

1. Commitment to following best practices and established help desk processes.
2. Ability to prioritise tasks, multitask effectively, and maintain attention to detail.

Attitude and Work Ethic

1. Demonstrated willingness to learn, improve, and support team members.
2. Calm under pressure, goal-oriented, and driven to deliver exceptional outcomes.

Why Join Us?

This is your chance to join a forward-thinking organisation where your efforts will directly impact systems, processes, and customer satisfaction. We prioritise collaboration and offer support from a dedicated senior management team. Here, you can make a real difference.

Location: Office-based in Blackburn, Lancashire, with occasional UK site travel

Job Type: Full-time, Permanent

Salary: £26,000 - £30,000 DOE + annual bonus (negotiable depending on experience) + exceptional benefits