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Customer Response Supervisor
Job Posted: a day ago
Salary: £ 43,000 - 45,000 / Annum
Job Type: Permanent
Location: Bracknell, Berkshire
Expire in: a month
Job Description
Purpose of Job
To be accountable for the management and delivery of the responsive repairs and maintenance service through a designated trade team in a defined geographical operational area, ensuring resources are utilised efficiently and work is completed to the required standard.
Managing a budget portfolio of circa £900k within a customer-obsessed culture focusing on exceptional resident satisfaction, operational performance, quality of work, value for money, staff development, motivation, and engagement.
Key Duties and Responsibilities
Deliver the company vision and targets for customer satisfaction within a designated area of operation. Develop a highly motivated, high-performing, customer-obsessed, values-based team.
Work closely and collaboratively with colleagues across the business to ensure the delivery of a high-performing reactive housing repairs service to all homes within the operating area.
Ensure all operational performance criteria are met and/or exceeded as required by the business. Monitor daily performance, undertake reviews, and collate reports on progress, taking appropriate action where necessary.
Take ownership of the prompt resolution of customer feedback, including complaints, within your operating area to ensure a high level of customer satisfaction is maintained. Liaise with appropriate colleagues and customers.
Manage the compliance and delivery of specialist contractors undertaking works on behalf of my client within your operational area, including review of SLAs and quality of work.
Maintain records to support the monitoring, control, and reporting on cost management, performance progress, and budget reconciliation.
Organise and complete any necessary checks to ensure that all colleagues within your operating area are fully compliant with my client's processes, as well as training requirements related to their specific roles.
Ensure the safety of all team members, other colleagues, suppliers, and members of the public through effective health and safety management in all aspects of your work. Maintain compliance across your team with all current and evolving health and safety requirements.
Optimise trade staff to meet service requirements across your operating area, ensuring the balance, efficiency, and effectiveness of the team is regularly reviewed against productivity targets and performance results.
Ensure sufficient out-of-hours cover is available, partake in the rota, and support trades as a route of escalation as required.
Perform any other duties that are commensurate with the role.
Knowledge, Skills and Experience Required
Experience in a similar leadership role within a fast-paced, reactive environment, managing a mobile workforce of circa 10-20 trades to deliver a high-volume, value-for-money repairs service.
Ability to identify risk and support/deliver effective and appropriate decisions and outcomes.
Proven experience analysing and diagnosing property repairs, identifying effective and efficient solutions for the best customer outcomes.
Qualification in a construction or trade-related field.
Health & Safety qualification (SSSTS, SMSTS, IOSH, etc.) with a solid working knowledge of H&S legislation and its application in maintenance or minor works site environments.
Demonstrable experience and solid understanding of cost management in a property repairs or minor works environment.
Experienced in people management and staff development.
Strong commercial awareness with the ability to utilise system data to analyse operational and financial performance.
IT literate with experience of repair management systems, job management, and diary planning for a trade workforce team.
A team player who fosters positive working relationships at all levels.
Demonstrates my client's values and behaviours.
Please call Ravi asap on (phone number removed) or send your cv to
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