Service Manager (Customer Operations and Technical Support)
Do you want a role where you’re recognised for what you do, given the opportunity to thrive and have the chance to be the best version of yourself? Do you want to work with us in helping to create spaces that are great to work and/or live in? If so, please keep reading as you’re just what we’re looking for!
We’ve got an exciting opportunity to join our brilliant team whose ambition is to deliver on the promises we make to our customers. Interested in joining a great organisation with an employee offer and experience that rivals others, then this could be an opportunity you just don’t want to miss.
About the role….
You will be working as a Service Manager (Customer Operations and Technical Support) and will lead partners and operational delivery teams to provide an outstanding customer focused maintenance and repairs service.
You will coordinate complaints from elected members, other council departments and members of the public. You will manage the diagnosis of repairs, a technical team of Building Technicians and Schedulers, and the customer repairs and reporting contact centre.
You will coordinate resolutions for high-risk cases which could include legal challenge, insurance claims, and disrepair.
You will lead, motivate, and develop teams and resources to ensure value for money whilst providing maximum customer satisfaction. Your duties will include reviewing performance data, develop systems, processes, guidance, and training, lead on the scheduling of repair works, and work with customer groups and partners to develop and deliver service improvements.
People really are our greatest asset at Gateshead Council, and we value every employee. We encourage our people to think differently, do the right thing and be innovative. You’ll have the scope to work flexibly across the service, giving you plenty of opportunity for a varied, enjoyable and productive day.
A bit about Gateshead Council…
We’re responsible for the day-to-day repair and maintenance of over 18,000 council owned homes and various other office and public building across the borough which stretches from Bill Quay to Chopwell. In addition to this, the Council delivers a range of investment works including major, cyclical, and planned works.
We’re truly committed to providing our customers with the highest quality of service and we need like-minded people who can help us deliver a sector leading service. We need people who want to make a difference, who are talented, possess the right knowledge and skills and who want the chance to demonstrate how good they are.
What’s in it for you? Well, there’s so much on offer and here’s just a few of the highlights!
- You’ll be paid a competitive salary plus additional allowances where relevant
- We’ll help you save for your future with an outstanding employer contribution to your pension of approximately 18.9% per year
- You’ll have access to great health and wellbeing support, including discounted membership to GO Gateshead Leisure Services and ability to use our cycle to work scheme
- You will receive a generous mileage allowance when using your vehicle for work purposes
- You’ll get a generous annual leave package of 27 days annual leave for new employees, rising to 31 days after 5 years continuous local government service.
- You have the chance to buy up to 10 additional holidays per year.
- We’ll give you the chance to take advantage of various offers and discounts on shopping and household spend; including O2, Virgin Media and Dell
It’s time to apply!
We’re delighted that you want to come and work with us. Please take a look at the full job profile via this link