Maintenance Operations Manager

Talent Delivery Lead – Special Projects at Capstone Recruitment UK

Maintenance Operations Manager

Overview:

We are seeking a highly organized and proactive Maintenance Operations Manager to lead and manage a team of 4 full-time Helpdesk Coordinators, plus Apprentices, in the assisted living sector. This role is crucial for driving performance against agreed Service Level Agreements (SLAs) and ensuring high-quality service delivery across the estate, all while enhancing the living environment for our residents.

Duties and Responsibilities:

1. Team Management: Lead and manage a team of Helpdesk Coordinators to meet targets and achieve qualitative service standards.
2. Process Improvement: Develop and implement robust processes to ensure the highest level of service across the estate, focusing on operational excellence and the living environment for residents.
3. First Call Resolution: Drive improvements in first call resolution for directly employed multi-skilled operatives.
4. Reporting & Analysis: Enhance the reporting structure to ensure early identification of product faults, mitigating business risk.
5. Performance Review: Regularly analyse helpdesk activity using performance dashboards and provide recommendations for increased efficiency and effectiveness.
6. Training & Development: Deliver ongoing training to helpdesk staff, ensuring consistent service levels and quality customer support.
7. Staffing & Scheduling: Implement staffing models and scheduling to guarantee business coverage, including the production and management of the on-call list.
8. Appraisals: Conduct monthly performance appraisals for team members to ensure the highest level of customer support and team development.

Skills & Attributes Required:

1. Team Management Experience: Proven experience in managing a team within a Maintenance Helpdesk environment.
2. Knowledge of CAFM Systems: Thorough experience in managing a mobile team via a CAFM system.
3. Commercial Acumen: Ability to maximize value for money with the approved contractor supply chain.
4. Experience with QFM: Previous experience using QFM is desirable.
5. Industry Knowledge: Solid understanding of specialist trades management and industry standards to ensure accurate pricing and timing.
6. Change Management: Proven track record of influencing positive change within a maintenance or helpdesk environment.
7. Assisted Living / Healthcare Experience: Familiarity with the unique needs and challenges of the assisted living/healthcare sector, ensuring that maintenance services are delivered with care and sensitivity to residents.

To Apply:

If you have a passion for leading teams, improving processes, and ensuring high service standards in the assisted living sector, we’d love to hear from you. Please contact Sam Lee on 020 3757 5000 for additional information.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Administrative, Engineering, and Project Management

Industries

Repair and Maintenance and Real Estate

#J-18808-Ljbffr