Customer Response Supervisor

Job Description
Nuco Solutions is seeking a Customer Service Supervisor responsible for leading and managing a responsive repairs and maintenance service within a specific geographical area. The ideal candidate will be responsible for overseeing a trade team and ensuring effective use of resources, high-quality work, and customer satisfaction. The postholder will manage a budget of approximately 900k while maintaining a strong focus on operational performance, value for money, and staff development.

Roles and Responsibilities

• Deliver a high-performing, customer-focused repairs service.
• Lead and develop a motivated, values-driven team.
• Monitor and report on operational performance, taking corrective action as needed.
• Resolve customer feedback and complaints promptly to ensure satisfaction.
• Manage and oversee specialist contractors and ensure service quality.
• Maintain accurate records for performance, cost control, and compliance.
• Ensure team compliance with internal processes and training requirements.
• Promote health and safety across all work activities.
• Optimise workforce productivity and ensure appropriate out-of-hours coverage.
• Perform other duties as required.

Skills and Experience

• Leadership experience in a fast-paced, reactive maintenance environment.
• Proven ability to assess repairs and deliver effective solutions.
• Qualified in a construction or trade-related discipline.
• Health and Safety certification (e.g. SSSTS, SMSTS, IOSH) with solid legislative knowledge.
• Strong cost management and commercial awareness.
• Experienced in managing and developing mobile trade teams.
• Proficient in repair/job management systems and workforce scheduling.
• Collaborative team player with strong interpersonal skills.