Customer Service Manager

WATES; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

Ein führendes Familienunternehmen im Bereich Entwicklung und Bau sucht einen erfahrenen Kundenservice-Manager. In dieser Schlüsselrolle sind Sie verantwortlich für die Bereitstellung eines erstklassigen Kundenservice und die kontinuierliche Verbesserung der Dienstleistungen für unsere Kunden. Sie werden eng mit verschiedenen Teams zusammenarbeiten, um sicherzustellen, dass alle Kundenanfragen effizient bearbeitet werden. Mit über 125 Jahren Erfahrung in der Branche bietet dieses innovative Unternehmen eine hervorragende Gelegenheit, in einem dynamischen Umfeld zu arbeiten und einen echten Unterschied zu machen.

Qualifications

• Erfahrung im Kundenservice-Management mit Kenntnissen in Wartungspraktiken.
• Fähigkeit, technische und kommerzielle Aspekte von Wartungsaufgaben zu analysieren.

Responsibilities

• Sicherstellung einer kontinuierlichen Verbesserung des Kundenservice.
• Überwachung und Messung der Aktivitäten des Kontaktzentrums zur Qualitätssicherung.

Skills

Kundenservice-Management

Kommunikationsfähigkeiten

Analytische Fähigkeiten

Wartungspraktiken

Education

Abschluss in Betriebswirtschaft oder verwandtem Bereich

Job description

The Vacancy

We have a fantastic opportunity for a Customer Service Manager to join our Wates team within our Responsive Maintenance Division. You will be based at our Finsbury Park office, overseeing and delivering a five-star customer service experience to tenants and clients on our contracts.

Key Accountabilities will include:

1. Ensuring continuous improvement in customer service delivery to meet the needs of customers and clients.
2. Implementing and managing a robust customer feedback system to facilitate service improvements and enhance feedback methodologies.
3. Developing systems and processes to handle customer inquiries at first contact for planned works, responsive repairs, and other property-related services.
4. Fostering close collaboration between the Contact Centre, internal teams, and main contractors for seamless service delivery.
5. Acting as an intermediary for customers when required, liaising with all service areas.
6. Managing escalated difficult customer situations to ensure positive customer experiences and maintaining service standards.
7. Monitoring and measuring Contact Centre activities to control quality and efficiency, ensuring adherence to service standards.
8. Ensuring compliance with established policies and procedures.
9. Continuously improving service delivery to meet customer, client, and business partner needs.

We are looking for

An experienced and professional Customer Service Manager with knowledge of maintenance practices, standards, and processes. The candidate should be able to analyze technical and commercial aspects of maintenance tasks and apply solutions considering time, cost, quality, and resource optimization.

To be successful in this role

You will be an excellent communicator capable of influencing stakeholders and managing customer and site team expectations.

Note: The role requires undergoing a Basic Disclosure and Barring Service Check (DBS). Applicants with criminal convictions will be assessed individually. Additional pre-employment checks may apply. For details, see the National Security Vetting.

Work for Wates

Wates is a leading family-owned UK development, building, and property maintenance company with over 125 years of legacy. Our purpose is ‘reimagining places for people to thrive’ and our promises include:

• Thriving places: Creating sustainable, inclusive, and opportunity-rich environments.
• Thriving planet: Protecting nature and combating climate change through collaboration and innovation.
• Thriving people: Offering opportunities and fostering inclusive, respectful relationships.

We are proud to be recognized as a Gold Investors in People and a Disability Confident employer. Our recruitment processes are fair and non-discriminatory, regardless of background.