Divisional Customer Services Manager

WPS; Wolverhampton; On-site; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Car allowance

Annual bonus

Pension with enhanced employer contrib

Private healthcare

26 days annual leave + birthday off

Flexible and agile working

Job summary

Wates Property Services, a national social housing contractor, is seeking a Divisional Customer Service Manager to lead the customer service strategy across planned works programmes. You will drive resident engagement, improve satisfaction and collaborate with housing associations and local authorities to shape service delivery.

The role requires senior leadership, strong KPI discipline and the ability to influence across operations and commercial teams.

Qualifications

• Proven experience within social housing planned maintenance, planned works, retrofit or refurbishment programmes.
• Significant experience leading customer service or resident engagement functions across multiple contracts.
• Strong understanding of customer satisfaction measures, KPIs and service improvement methodologies.
• Experience working with housing associations and local authority clients.
• Excellent stakeholder management and relationship-building skills.
• Ability to influence and engage senior operational and commercial leaders.
• Strong leadership experience managing and developing teams.
• Full UK driving licence.

Responsibilities

• Lead and implement the divisional customer service strategy across multiple planned works contracts.
• Drive customer satisfaction, resident engagement and service excellence across all programmes.
• Analyse customer feedback, KPIs and performance data to identify trends and improvement opportunities.
• Work closely with operational teams to ensure resident-focused delivery throughout project lifecycles.
• Develop strong working relationships with client customer service teams and key stakeholders.
• Champion best practice in resident engagement, customer care and complaint resolution.
• Ensure compliance with client requirements, regulatory expectations and social housing standards.
• Support and develop Resident Liaison teams and customer-focused colleagues across the division.
• Lead on customer insight initiatives to continuously improve service delivery and outcomes.
• Produce reports and presentations on customer performance, risks and improvement plans.
• Drive innovation and new approaches to enhance the customer journey.

Skills

Leadership

Stakeholder management

Customer service

KPI analysis

Team development

Driving licence

Job description

Due to continued growth across our Planned Works Division, we have an exciting opportunity for an experienced Divisional Customer Service Manager to join Wates Property Services.

This is a strategic leadership role responsible for driving customer excellence across multiple social housing planned maintenance and refurbishment contracts. Working closely with operational, commercial and client teams, you will lead the customer service agenda, ensuring residents receive an outstanding experience throughout the delivery of works programmes.

You will play a key role in shaping customer strategy, improving service delivery, enhancing resident satisfaction, and building strong partnerships with housing associations and local authority clients across your region.

Key Responsibilities

• Lead and implement the divisional customer service strategy across multiple planned works contracts.
• Drive customer satisfaction, resident engagement and service excellence across all programmes.
• Analyse customer feedback, KPIs and performance data to identify trends and improvement opportunities.
• Work closely with operational teams to ensure resident-focused delivery throughout project lifecycles.
• Develop strong working relationships with client customer service teams and key stakeholders.
• Champion best practice in resident engagement, customer care and complaint resolution.
• Ensure compliance with client requirements, regulatory expectations and social housing standards.
• Support and develop Resident Liaison teams and customer-focused colleagues across the division.
• Lead on customer insight initiatives to continuously improve service delivery and outcomes.
• Produce reports and presentations on customer performance, risks and improvement plans.
• Drive innovation and new approaches to enhance the customer journey.

What We're Looking For

Essential

• Proven experience within social housing planned maintenance, planned works, retrofit or refurbishment programmes.
• Significant experience leading customer service or resident engagement functions across multiple contracts.
• Strong understanding of customer satisfaction measures, KPIs and service improvement methodologies.
• Experience working with housing associations and local authority clients.
• Excellent stakeholder management and relationship-building skills.
• Ability to influence and engage senior operational and commercial leaders.
• Strong leadership experience managing and developing teams.
• Full UK driving licence.

Desirable

• Experience within large-scale planned maintenance or decarbonisation programmes.
• Knowledge of social housing regulatory requirements and resident engagement standards.
• Relevant customer service, leadership or housing qualifications.

What You'll Get

• Competitive salary and benefits package.
• Car allowance.
• Annual bonus/profit share scheme.
• Pension with enhanced employer contributions.
• Private healthcare options.
• 26 days annual leave plus bank holidays and your birthday off.
• Flexible and agile working.
• The opportunity to influence customer experience across a growing national social housing business.

Why Join Wates Property Services?

At Wates, we're helping create better places to live by delivering high-quality planned maintenance, retrofit and decarbonisation projects to hundreds of thousands of social housing residents across the UK. You'll be joining a business that places customers at the heart of everything we do, with a genuine commitment to service excellence, innovation and social value.

If you're an experienced social housing customer service leader looking to make a real impact across multiple contracts and communities, we'd love to hear from you.

Our Commitments

WPS is proud to be an employer where anyone can thrive, and we welcome applications from candidates of all backgrounds. 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