Service Desk Manager Out of Hours

at  Ground Up Property Group

Job Advert: Out-of-Hours Manager
Company: Ground Up Property Services
Location: Office-Based Kenilworth
Hours: Saturday and Sunday 9:00 AM – 5:00 PM, Three Weekdays 2:00 PM – 10:00 PM with 2 days off in the week
Ground Up Property Services is seeking a dedicated and experienced Out-of-Hours Manager to lead our out-of-hours team and oversee the smooth running of operations for a new and exciting contract. This office-based role combines team leadership, workflow management, and client relationship development, making it a pivotal position within the business.

SKILLS AND EXPERIENCE REQUIRED:

• Proven experience in a management or supervisory role, ideally within a service desk or property maintenance environment.
• Strong organisational and multitasking skills, with attention to detail.
• Excellent communication skills, both written and verbal, with a focus on customer service.
• Experience in business development and maintaining client relationships.
• Proficiency in IT systems, including job management software (training provided for specific systems).
• A proactive problem-solver who can think quickly and remain calm under pressure.
• Flexibility and availability to work the specified hours, including weekends.

• Team Leadership: Oversee and support the out-of-hours team, ensuring workflows run efficiently and staff have the guidance they need.
• Operational Management:
• Monitor and manage job workflows, ensuring timely completion and client satisfaction.
• Address and resolve issues that arise during shifts to maintain seamless operations.
• Manage the handover process, including closing down day jobs and preparing for the next day.
• Respond to emails and manage the out-of-hours inbox effectively, ensuring timely and professional communication.
• Client Interaction:
• Prepare and send client reports, providing updates on job progress and completions.
• Quote for jobs in-house with accuracy and efficiency.
• Build and maintain strong relationships with clients to ensure satisfaction and trust.
• Part of an on out of hours call rota for job management and referral point along with stepping in for sickness and absence
• Business Development:
• Bring on board new customers, fostering positive relationships from the outset.
• Develop and nurture existing client relationships, identifying opportunities for additional business.
• Continuous Improvement: Identify areas to improve processes, workflows, and team operations, providing feedback to senior management.