Facilities Helpdesk Team Leader

Job title Facilities Helpdesk Team Leader

Location Manchester

Contract Full time Permanent

Direct reports Facilities Helpdesk Coordinators

Reporting to Facilities Manager

Company Overview

Ocasa is not your typical property management company - were redefining how residential properties are managed in the UK. Established to oversee a private investment funds residential portfolio we focus on delivering exceptional experiences to residents living in our high-quality yet affordable homes.

Role Overview

The Facilities Helpdesk Team Leader is responsible for leading our helpdesk team to ensure the smooth running of our maintenance helpdesk.

Key Responsibilities

• Oversee and support on all maintenance and troubleshooting of all reactive tasks logged via phone email and portal
• Ensure the helpdesk team are accurately logging and managing all resident reactive works
• Using our PSL identify and assign contractors and external vendors to maintenance jobs while leading the team to also ensure they are monitoring the performance and quality of service
• Lead and support the team to manage the end-to-end process of all maintenance queries from ticket received to job completion and close on system including invoicing in line with company service level agreements
• Work closely with the maintenance contractors to assist with any queries ensure we are delivering the best service together for our customers and adapt to accommodate different ways of working and processes.
• Drive customer service excellence through communication with our tenants keeping our tenants up to date with maintenance progress ensuring our tenants always receive a positive experience. Troubleshoot any complaints that may come into the helpdesk
• Monitor the out of hours maintenance reports update the OOHs spreadsheet regularly to ensure it stays relevant and up to date. Ensure the entry information provided on Yardi and OOH is correct
• Work collaboratively with the Facilities and Projects team and other departments to drive business efficiencies
• Oversee the move in process with the Lettings team
• Monitor the Helpdesk team use of P2P recognise any areas for further training or adaptation to monitor and assist with approvals and ensure the smooth running of the system
• This Job Description is not exhaustive and other duties and responsibilities of a similar level and nature may be required

Experience and Qualifications

• Experience as a helpdesk team leader
• Experience of building and maintaining effective working relationships with a strong ability to communicate clearly confidently to a diverse audience including but not limited to tenants contractors and colleagues (preferably in a facilities background)
• Technical facilities management knowledge within residential property is preferred
• Ability to effectively manage time and workload successfully multi task and meet deadlines
• Confident with IT systems ability to effectively use Microsoft Excel and PowerPoint for data entry produce reports and project work
• Excellent written and oral communication skills
• Passionate about customer service and genuinely wants to deliver a great resident experience

Company Benefits

• Enhanced Pension

• 25 days annual leave plus UK bank holidays

• Your birthday off

• Time off to move home

• Life assurance

• Group Income Protection

• Private healthcare via Bupa (taxable benefit)

• Commitment to your learning and development

• Employee wellness resources and events

• Employee Assistance Programme

• Regular team building events

Our Values

We have built a business to be proud of and our values are key to our ongoing growth. All Ocasa colleagues are expected to demonstrate our values in their ways of working.

Considered

We recognise our responsibility to act with a considered approach. It is through careful consideration that we achieve the best outcomes for ourselves and others.

Principled

We believe in doing the right thing and we hold our principles closely in everything that we do.

Empathetic

Empathy is key to creating a culture thats open supportive and kind. Whether its working with colleagues residents or external parties we treat everyone with empathy.

Knowledgeable

We hold ourselves to a high standard every member of the Ocasa team is an expert at what they do.

Additional Information

The successful candidate must by the start of the employment have permission to work in the UK.

We require all candidates that have been offered employment with us to complete a background check that will include eligibility to work in UK employment referencing DBS check and depending on the role further checks may need to be conducted.

We know that to be truly innovative we need to have a diverse team. That is why Ocasa Homes is committed to creating an inclusive environment and is proud to be an equal opportunities employer.

We will make reasonable adjustments to our recruitment process to ensure that you have the best chance of success. Please contact our People team to discuss how we can support you:

Required Experience:

Manager