Poundland & Dealz
Property Operations Lead - Helpdesk Delivery (Team Leader)
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Join us here at Poundland & Dealz as Property Operations Lead - Helpdesk Delivery, based at our office in Walsall.
The role will work in a hybrid pattern of 4 days onsite and flexibility to work one day from home.
In this role you’ll lead our Maintenance Hub Helpdesk team who provide support to our store network to log maintenance issues, triage problems and allocate to relevant contractors to resolve within specified timescales. The Property Operations Lead also ensures that all relevant administration and checks are completed for new store opening, store development projects and store refits.
With autonomy and trust to make an impact from day one, you will be responsible for:
- Leading the internal Maintenance Hub Helpdesk team to ensure procedures are followed to ensure a smooth support function at all times.
- Ensuring accurate logging of all tasks, from descriptions, task status and ensuring relevant triage.
- Ensuring all live tasks are followed up with contractors to ensure completion within the KPI and system updated to reflect an accurate audit trail of events – both reactive and planned.
- Providing support, guidance and training where required to the Helpdesk Team and carry out internal QA reviews.
- Tracking and manage daily/weekly spend against budgets issued and flagging concerns where needed.
- Ensuring contractor contact detail is regularly reviewed and updated.
- Reporting on Team performance using agreed methods.
- Managing the end to end administrative lifecycle of store development projects and new stores from processing orders to the correct budgets and querying unexpected cost variations/invoice queries to ensuring relevant compliance certificates and tax breakdowns are received, checked and actioned where needed.
- Collating, updating and issuing the weekly store refit/project program to the wider business.
- Training and supporting contractors, where required on the use and requirements of our CAFM system and processes to ensure full compliance.
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We are looking for someone with strong experience in a contact centre and or administration Team Leader role. A background in a property, maintenance of facilities management based position would be advantageous but not essential. It is vital that you have excellent people management skills, organisational skills, attention to detail and budget management skills.
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