NSC Housing Team Supervisor - Sydney, Australia - Programmed

Description

About Us

Programmed is a leading provider of operations and maintenance services across all industry sectors including education, health, infrastructure, manufacturing, transport and mining in Australia and New Zealand.

Our Facility Management (FM) business unit partners with our valued clients to deliver a comprehensive range of facilities management from small repair work to managing large-scale facilities and infrastructure networks.

We encourage career development, support flexibility and care about your personal wellbeing and safety. Join the Programmed team today.

About The Opportunity

Programmed Facility Management (PFM) is seeking a Contact Centre Supervisor to manage day-to-day operations for a national service centre (NSC) supporting delivery of facility management (FM) services for a large-scale social housing services contract. Responsibilities include day-to-day operations of the NSC and management of call centre consultants to ensure service delivery and strong relationships with the FM contract team, client and service providers. This permanent, full time role based in Parramatta NSW, plays a crucial part in providing a positive customer and client experience while contributing to important services for the community.

Key responsibilities

• Review all work requests and ensure appropriate follow-up actions and communications are completed.
• Provide regular reporting on National Service Centre performance against contract SLAs.
• Continuously review operational status to ensure works are safe and timely.
• Oversee timely resolution of operational issues and monitor daily work volumes.
• Monitor, audit, and report on team member quality outcomes.
• Develop and maintain risk management procedures to mitigate identified risks.
• Manage client expectations through frequent, accurate, and timely communication.
• Operate within business policies and processes to support expectations and maintain

Benefits

• Attractive salary package.
• Parramatta location.
• EAP and benefits program with great discounts.
• Long term career potential & growth with leading FM organisation.
  
  

About You

To be successful in this role, you will ideally have experience managing teams, ideally in a call centre environment. Experience and/or knowledge of facilities management or building maintenance and repair services is highly desirable, however not essential. You will have a 'can-do' attitude, natural ability for people engagement and a passion for excellent customer service.

Additionally, you will demonstrate and possess the following:

• Customer Service, Communications or Administration qualification desirable, not essential.
• Highly developed communication and robust stakeholder engagement ability.
• Excellent leadership skills.
• Strong prioritisation and time management skills.
• Intermediate Microsoft Office Suite skills (MS Teams, Word, Excel, PowerPoint etc).
• Cultural alignment with our core values: Safety Leadership, Care & Empathy, Customer Service, and Diversity, Inclusion & Equality.

Work With Us

Join us on our mission to build outstanding people, strong customers, and great communities by submitting your application today.

#HNSW