Divisional Customer Services Manager

Wates Smartspace; Wolverhampton; On-site; GBP 75,000 - 105,000; Full time

Benefits offered by this job

Competitive salary

Car allowance

Annual bonus

Pension with enhanced employer-contrib

Private healthcare

26 days annual leave + holidays

Flexible working

Job summary

Wates Property Services is seeking an experienced Divisional Customer Service Manager to lead the customer service strategy across multiple social housing planned works contracts. You will work with operations, commercial and client teams to ensure residents receive an outstanding experience throughout project lifecycles.

You will shape customer strategy, improve service delivery and drive resident satisfaction while building strong partnerships with housing associations and local authorities

Qualifications

• Proven experience in social housing planned maintenance, retrofit or refurbishment programmes.
• Leadership of customer service across multiple contracts.
• Strong knowledge of customer satisfaction metrics, KPIs and service improvements.
• Experience managing relationships with housing associations and local authorities.
• Excellent stakeholder management and ability to influence senior leaders.

Responsibilities

• Lead and implement the divisional customer service strategy across multiple contracts.
• Drive customer satisfaction and resident engagement across programmes.
• Analyse feedback, KPIs and performance data to identify trends and improvements.
• Collaborate with operations to ensure resident-focused delivery.
• Develop relationships with client customer service teams and stakeholders.
• Champion best practice in resident engagement and complaint resolution.
• Ensure compliance with client requirements and social housing standards.
• Support and develop Resident Liaison teams.
• Lead on customer insight initiatives to improve service delivery.
• Produce reports on customer performance, risks and improvement plans.
• Drive innovation to enhance the customer journey.

Skills

Social housing experience

Customer service leadership

Stakeholder management

Team leadership

Strategic thinking

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.

Our commitments:

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.