Service Manager ofertas em Grã-Bretanha

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.

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.

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.

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.

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.