Job Description

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Customer Response Supervisor in Bracknell, Berkshire
Location Bracknell, Berkshire
Salary Negotiable
Contract Permanent
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Customer Response Supervisor
Bracknell
Up to 45k
To be accountable for the management and delivery of the responsive repairs and maintenance service through a designated trade's 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
Responsibilities

• Delivering the company vision and targets for customer satisfaction within a designated area of operation. Developing a highly motivated high performing, customer obsessed, values-based team.
• Working 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. Monitoring daily performance, undertaking reviews and collating reports on progress, taking appropriate action where necessary.
• Own the prompt resolution of customer feedback including complaints within your operating area to ensure a high level of customer satisfaction is maintained liaising with appropriate colleagues and customers.
• Manage the compliance and delivery of specialist contractors undertaking works on behalf of the company within your operational area. Including review of SLA's, quality of work.
• Maintaining 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 company & Commercial Services processes, as well as training requirements relating to their specific roles.
• Ensure the safety of all team members, other colleagues, suppliers and members of the public through effective H&S management in all aspects of your work. Maintaining compliance across your team with all current and changes to H&S 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.
• Ensuring sufficient out of hours cover is available, partaking in the rota and supporting trades as a route of escalation as required.

Skills / Qualifications:

• Demonstrate experience of working 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.
• Demonstrable 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 best solution for customers and Abri.
• Qualification in a construction or trade-related field.
• H&S qualification (SSSTS, SMSTS, IOSH etc) with a solid working knowledge of application of Health and Safety legislation and how to keep people safe in a maintenance or minor works on-site environment.
• Demonstrable experience and solid understanding of cost management in a property repairs or minor works environment.
• Experienced in people management and development.
• Good commercial awareness with an 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.
• Team player who fosters positive working relationships at all levels

For more information, please call David Bates @ ARM on 07551151771
Disclaimer
This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.
Job reference 127564_1754658703
Date posted 08 August 2025
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Anthony Fooks
Recruitment Consultant
+44 (0)2392 228 258
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