Divisional Customer Services Manager

Wates Group; Enfield; On-site; GBP 65,000 - 90,000; Full time

Job summary

Wates Group, based in Enfield, is seeking a Divisional Customer Service Manager to lead customer service, scheduling and administration across multiple contracts. You will shape strategy, drive performance and coach high‑performing teams while partnering with operational leaders to improve satisfaction, efficiency and profitability across the division.

This senior role requires strong stakeholder engagement, data‑driven decision making and a relentless focus on continuous improvement and

Qualifications

• Proven experience leading customer service or operational support teams.
• Strong leadership across multiple teams and stakeholders.
• Experience analysing performance data and implementing service improvements.
• Experience managing complaints and customer satisfaction initiatives.
• Ability to influence stakeholders at all levels.
• Commercial awareness of operational performance and profitability.
• Experience driving change and continuous improvement programmes.

Responsibilities

• Lead customer service, scheduling and administration teams across the division.
• Drive a customer-first culture focused on delivering an outstanding customer experience.
• Monitor KPI performance; identify trends, risks and opportunities for improvement.
• Lead the management of customer complaints, ensuring effective resolution and using insight to drive service enhancements.
• Develop and implement divisional customer service strategies that support operational and business objectives.
• Work in partnership with operational leaders to improve productivity, efficiency and profitability across contracts.
• Champion continuous improvement initiatives, identifying opportunities to streamline processes and improve service delivery.
• Build and maintain strong relationships with clients, customers, suppliers and internal stakeholders.
• Attend and lead customer and client performance meetings, providing insight and recommendations.
• Ensure full compliance with company policies, procedures and operating frameworks.
• Lead performance management activities including coaching, mentoring, development planning and PDRs.
• Support resource planning, workforce management and service optimisation to meet business demands.
• Produce and present customer service performance reports to senior stakeholders.
• Drive consistency and best practice across all customer service functions within the division.

Skills

Customer service leadership

Operations management

KPI analysis

Stakeholder management

Change management

Tools

Excel

Job description

Full Time | Permanent.

Are you an experienced customer service leader looking to make a real impact across a large operational division? We're looking for a Divisional Customer Service Manager to join our Specialist Division based in Enfield and play a pivotal role in driving customer excellence, operational performance, and continuous improvement across multiple contracts and teams.

This is a highly influential leadership role where you'll be responsible for shaping customer service strategy, leading high-performing teams, improving service delivery, and supporting the operational success of a growing and dynamic business.

Enfield, London

WPS Specialist Division

About The Role

As Divisional Customer Service Manager, you will provide leadership and direction across customer service, scheduling, administration and customer experience functions, ensuring exceptional service standards are delivered at every stage of the customer journey.

Working closely with operational leaders, clients, and key stakeholders, you will drive performance, identify opportunities for improvement, and implement innovative solutions that enhance customer satisfaction, operational efficiency, and business performance.

Key Responsibilities

• Lead, develop and inspire customer service, scheduling and administration teams across the division
• Drive a customer-first culture focused on delivering an outstanding customer experience
• Monitor, analyse and challenge KPI performance to identify trends, risks and opportunities for improvement
• Lead the management of customer complaints, ensuring effective resolution and using insight to drive service enhancements
• Develop and implement divisional customer service strategies that support operational and business objectives
• Work in partnership with operational leaders to improve productivity, efficiency and profitability across contracts
• Champion continuous improvement initiatives, identifying opportunities to streamline processes and improve service delivery
• Build and maintain strong relationships with clients, customers, suppliers and internal stakeholders
• Attend and lead customer and client performance meetings, providing insight and recommendations
• Ensure full compliance with company policies, procedures and operating frameworks
• Lead performance management activities including coaching, mentoring, development planning and PDRs
• Support resource planning, workforce management and service optimisation to meet business demands
• Produce and present customer service performance reports to senior stakeholders
• Drive consistency and best practice across all customer service functions within the division

What We're Looking For

• Proven experience leading customer service, scheduling or operational support teams within a service-led organisation
• Strong leadership skills with experience managing multiple 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 with an understanding of operational performance and profitability
• Experience of 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

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 [e-mail]