Job Details

Customer Service Supervisor

Salary - Up to £45,199 DOE

37 hours per week

Location - Eastleigh

Permanent opportunity

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.

Key Responsibilities:

• Lead, develop, and motivate a mobile workforce (10-20 tradespeople) to deliver high-quality, value-for-money repair services.
• Ensure responsive repairs are completed to a high standard, on time, and within budget.
• Monitor and improve operational KPIs, productivity, and resident satisfaction.
• Own and resolve customer complaints and feedback promptly.
• Ensure full compliance with Health & Safety standards and internal processes.
• Manage specialist contractors, monitor SLAs, and ensure quality of work.
• Analyse and report on budget performance, operational efficiency, and cost control.
• Participate in the out-of-hours rota, supporting escalations as needed.

What We're Looking For:

• Proven leadership in a fast-paced, reactive maintenance or repairs environment.
• Experience managing a mobile trade workforce and delivering high-volume services.
• Strong technical understanding of property repairs, with ability to diagnose and resolve issues.
• H&S qualification (e.g., SSSTS, SMSTS, IOSH) and practical application of legislation.
• Construction or trade-related qualification.
• Commercially aware, with strong cost management and performance analysis skills.
• Confident using repair management systems and job/diary planning tools.
• A collaborative, values-driven leader who brings out the best in others.

What You'll Get:

• A competitive salary and benefits package.
• Opportunity to work with a forward-thinking, customer-first organisation.
• Ongoing professional development and training support.
• A company culture that values innovation, teamwork, and continuous improvement.

S94

About Us

We are dedicated to fostering a diverse and inclusive community. In line with our Diversity and Inclusion policy, we welcome applications from all qualified individuals, regardless of age, gender, ethnicity, sexual orientation, or disability. As a Disability Confident Employer, and part of the Nicholas Associates Group, we are committed to supporting candidates with disabilities, and we're happy to discuss flexible working options.

We are committed to protecting the privacy of all our candidates and clients. If you choose to apply, your information will be processed in accordance with the Nicholas Associates Group of companies Privacy Notice.