Customer Service Coodinator

Wates Smartspace; Birmingham; Hybrid; GBP 23,000 - 32,000; Full time

Job summary

WPS (Part of Wates Group) in South Birmingham is seeking a Customer Service Coordinator to join the team. The role focuses on managing repairs and maintenance communications, coordinating appointments, and keeping residents informed throughout the process.

You will work with residents, clients, and operatives to ensure timely responses and high-quality service, contributing to a positive customer-focused culture across the contract. Experience in social housing or repairs is advantageous.

Qualifications

• Previous experience within a Customer Service, Coordinator, Administrator, Scheduler, or Contact Centre role.
• Strong communication skills with the ability to build rapport with customers and colleagues.
• Excellent organisational and time-management skills.
• Ability to manage multiple priorities and work effectively under pressure.
• Good IT skills, including Microsoft Office.
• A positive, proactive, and solution-focused approach.

Responsibilities

• Manage incoming calls, emails, and enquiries from residents requiring repairs and maintenance.
• Schedule appointments and coordinate works with operatives and subcontractors.
• Keep residents updated throughout the repair process, ensuring excellent communication at every stage.
• Monitor outstanding repairs and proactively resolve issues before they escalated.
• Respond to customer queries and complaints professionally and empathetically.
• Liaise with planners, supervisors, operatives, and clients to ensure service levels are achieved.
• Maintain accurate records on internal systems and ensure all administration is completed correctly.
• Support performance reporting and help identify service improvement opportunities.
• Contribute to a positive, customer-first culture across the contract.

Skills

Customer service experience

Communication skills

Organisational skills

IT skills

Tools

Microsoft Office

Job description

Customer Service Coordinator

Location: South Birmingham
Company: WPS (Part of Wates Group)
Contract: Full Time, Permanent
Salary: Competitive + Excellent Benefits

Join WPS and Help Deliver Outstanding Service to Residents

At WPS, we're committed to providing safe, high-quality homes and exceptional customer service across our social housing contracts. As part of our continued growth in the Midlands, we're looking for a Customer Service Coordinator to join our team based in South Birmingham.

This is a fantastic opportunity for a highly organised, customer-focused individual who enjoys working in a fast-paced environment and takes pride in delivering a first-class resident experience.

You’ll play a key role in ensuring repair requests are managed efficiently, residents are kept informed throughout the process, and our operational teams are supported to deliver excellent outcomes. The advert has been tailored around customer service and responsive maintenance responsibilities commonly used across Wates' customer service and repairs teams. [wates.co.uk], [wates.curr...ancies.com]

TheRole

As a Customer Service Coordinator, you’ll be the first point of contact for residents, clients, and operational teams, ensuring a smooth customer journey from initial enquiry through to job completion.

Key Responsibilities

• Manage incoming calls, emails, and enquiries from residents requiring repairs and maintenance.
• Schedule appointments and coordinate works with operatives and subcontractors.
• Keep residents updated throughout the repair process, ensuring excellent communication at every stage.
• Monitor outstanding repairs and proactively resolve issues before they escalated.
• Respond to customer queries and complaints professionally and empathetically.
• Liaise with planners, supervisors, operatives, and clients to ensure service levels are achieved.
• Maintain accurate records on internal systems and ensure all administration is completed correctly.
• Support performance reporting and help identify service improvement opportunities.
• Contribute to a positive, customer-first culture across the contract. These responsibilities align with customer service coordination and responsive maintenance roles within Wates' housing maintenance operations. [wates.co.uk], [wates.curr...ancies.com]

About You

We’re looking for someone who genuinely enjoys helping people and thrives in a busy customer-focused environment.

EssentialSkills & Experience

• Previous experience within a Customer Service, Coordinator, Administrator, Scheduler, or Contact Centre role.
• Strong communication skills with the ability to build rapport with customers and colleagues.
• Excellent organisational and time-management skills.
• Ability to manage multiple priorities and work effectively under pressure.
• Good IT skills, including Microsoft Office.
• A positive, proactive, and solution-focused approach.

Desirable

• Experience working within social housing, repairs, maintenance, construction, or property services.
• Knowledge of scheduling systems and responsive maintenance processes.
• Experience managing customer complaints and service recovery.
• Understanding of resident-focused service delivery within social housing environments. These are consistent with skills sought in Wates customer service and maintenance coordination roles. [wates.co.uk], [wates.curr...ancies.com]

Why JoinWPS?

• Be part of one of the UK's leading property services businesses.
• Opportunity for career progression and development.
• Supportive and collaborative team environment.
• Competitive salary and benefits package.
• Make a real difference to residents and local communities every day.
• Ongoing training and development opportunities.

Our commitments:

WPS is proud to be an employer where anyone can thrive, and we welcome applications from candidates of all backgrounds. We encourage you to apply even if you don't meet every requirement, as we value transferable skills and assess all applications fairly.

We don't discriminate based on a criminal record; all applications are reviewed on an individual basis against the requirements of the role. Some roles may require additional checks, due to the nature of the work. As a Disability Confident Leader, we offer an interview to applicants with a disability who meet the minimum criteria for the role and opt in to the Disability Confident scheme. Reasonable adjustments are available, please contact us at [e-mail]