Divisional Customer Service Manager

Wates; City of Westminster; On-site; GBP 70,000 - 100,000; Full time

Job summary

Wates is seeking a Divisional Customer Service Manager to join the WPS Lambeth Responsive Maintenance team, delivering exceptional service to residents, clients and stakeholders. You will lead a high-performing customer service function across customer service, scheduling, administration and experience, driving improvements and ensuring standards across the resident journey.

In this leadership role, you will collaborate with operational leaders and client representatives to enhance service

Qualifications

• Proven experience leading customer service, scheduling or operational support teams.
• Experience within social housing, repairs, maintenance, or a service-led environment.
• Strong leadership skills with experience managing teams and stakeholders.
• Experience analysing performance data and implementing service improvements.
• Demonstrable experience managing complaints, customer escalations, and customer satisfaction initiatives.

Responsibilities

• Lead, develop, and inspire customer service, scheduling, and administration teams.
• Monitor, analyse, and challenge KPI performance to identify trends, risks, and opportunities.
• Lead the management of customer complaints and escalations, ensuring effective resolution and learning.
• Develop and implement customer service initiatives that improve the resident experience.
• Build and maintain strong relationships with clients, residents, and internal stakeholders.
• Attend and lead customer and client performance meetings.
• Produce and present customer service performance reports to senior stakeholders.
• Drive consistency and best practice across all customer-facing functions.

Skills

Customer service leadership

People management

Stakeholder management

Performance analysis

Continuous improvement

Contract management

Residential housing experience

Tools

Excel

Job description

We're looking for a Divisional Customer Service Manager to join our WPS Lambeth Responsive Maintenance team and play a pivotal role in delivering an exceptional service to residents, clients, and stakeholders. This is an influential leadership role where you'll be responsible for driving customer excellence, operational performance, and continuous improvement across a busy social housing repairs contract.

Working closely with operational teams, planners, supervisors, and client representatives, you'll lead a high-performing customer service function that puts residents at the heart of everything we do., As Customer Service Manager, you will provide leadership and direction across customer service, scheduling, administration, and customer experience functions, ensuring exceptional service standards are delivered throughout the resident journey.

You'll work alongside operational leaders and key stakeholders to improve service delivery, drive performance, and identify innovative ways to enhance customer satisfaction and contract performance.

Key Responsibilities

• Lead, develop, and inspire customer service, scheduling, and administration teams
• Drive a customer-first culture focused on delivering outstanding outcomes for residents
• Monitor, analyse, and challenge KPI performance to identify trends, risks, and opportunities
• Lead the management of customer complaints and escalations, ensuring effective resolution and learning
• Develop and implement customer service initiatives that improve the resident experience
• Work closely with operational teams to improve productivity, communication, and service delivery
• Champion continuous improvement initiatives across the contract
• Build and maintain strong relationships with clients, residents, and internal stakeholders
• Attend and lead customer and client performance meetings
• Ensure compliance with company policies, procedures, and operating frameworks
• Lead performance management, coaching, mentoring, and development activities
• Support workforce planning and resource management to meet service demands
• Produce and present customer service performance reports to senior stakeholders
• Drive consistency and best practice across all customer-facing functions

Are you an experienced customer service leader looking to make a real impact within social housing?

Essential Experience

• Proven experience leading customer service, scheduling, or operational support teams
• Experience within social housing, repairs, maintenance, or a service-led environment
• Strong leadership skills with experience managing teams and stakeholders
• Experience analysing performance data and implementing service improvements
• Demonstrable experience managing complaints, customer escalations, and customer satisfaction initiatives
• Ability to influence and collaborate with stakeholders at all levels
• Strong commercial awareness and understanding of contract performance
• Experience driving change and continuous improvement programmes

Skills & Attributes

• Exceptional communication and interpersonal skills
• Strong analytical and reporting capabilities
• Highly organised with excellent attention to detail
• Ability to work in a fast-paced operational environment
• Proactive problem solver with a solutions-focused approach
• Passionate about delivering excellent customer outcomes
• Strong coaching and people development skills
• Advanced Microsoft Office skills, particularly Excel

At WPS, we're committed to creating thriving communities and improving lives. You'll have the opportunity to shape the customer experience across a key social housing contract while leading a dedicated and passionate team.