Divisional customer service manager

WPS; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

WPS Lambeth is seeking a Divisional Customer Service Manager to lead the customer service, scheduling and administration functions on the responsive maintenance contract. You will drive a customer-first culture, oversee KPI performance, and collaborate with operational teams and clients to deliver outstanding resident outcomes.

As a senior leader you will coach teams, manage complaints and escalations, and implement continuous improvement across the contract while reporting performance to senior

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
• Experience driving change and continuous improvement programmes

Responsibilities

• Lead customer service, scheduling and administration teams
• Drive a customer-first culture focused on resident outcomes
• Monitor, analyse and challenge KPI performance to identify trends
• Lead management of complaints and escalations for effective resolution
• Develop and implement service initiatives to improve resident experience
• Collaborate with operational teams to improve productivity and delivery
• Champion continuous improvement across the contract
• Present performance reports to senior stakeholders

Skills

Leadership

Communication

Analytics & reporting

Stakeholder management

Coaching

Tools

Excel

Job description

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

Divisional Customer Service Manager

Lambeth | WPS

Responsive Maintenance Social Housing Contract

Full Time | Permanent Are you an experienced customer service leader looking to make a real impact within social housing? 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.

About The Role

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

Essential Experience

What We're Looking For

• 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

Why Join WPS?

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.

Our Commitments

Wates 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