The hiring process

Client Support Advisor

🧩 Client Support Advisor – FM Helpdesk📍 Location: Manchester🕒 Contract: Full-time, PermanentAbout the RoleWPS is seeking a dedicated and customer-focused Client Support Advisor to join our FM Helpdesk team in our Manchester office. This role is integral to the smooth operation of our Customer Care function, supporting both clients and operational colleagues in the raising, allocation, and completion of jobs.As a Client Support Advisor, you will be part of a dynamic team committed to delivering service excellence. You will play a key role in ensuring that customer queries are handled efficiently and professionally, contributing to the overall success of our service delivery.Key Responsibilities Act as a first point of contact for customer queries and job requests. Accurately log, allocate, and monitor jobs through our helpdesk system. Liaise with clients, contractors, and internal teams to ensure timely resolution of issues. Maintain clear and professional communication across all channels. Support the achievement of service level agreements and performance targets. Assist in maintaining accurate records and reports. Contribute to a positive team environment and uphold Wates’ commitment to customer satisfaction.Candidate Profile Previous experience in a customer service or helpdesk role, ideally within FM or property services. Strong communication and interpersonal skills. Ability to work effectively in a fast-paced, team-oriented environment. Proficient in using IT systems and managing data accurately. A proactive approach to problem-solving and service delivery.What We Offer Competitive salary and benefits package. Opportunities for career development and progression. A supportive and inclusive working environment. The chance to be part of a team that values quality and customer care.Given the nature of this position, you will need to undergo a Basic Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant's criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre-employment checks. To learn more about the checks included in this process, please click on the following link: National Security Vetting

Operations Manager

🌟 We're Hiring: Operations Manager 📍 Location: Finsbury Park🏢 Division: South Responsive Maintenance💼 Salary: Competitive + Excellent Benefits📅 Start Date: ASAPAre you a dynamic leader with a passion for delivering high-quality maintenance services? Do you thrive in a fast-paced environment where no two days are the same? If so, we want to hear from you! 🙌 We’re on the lookout for an experienced Operations Manager to lead our South Responsive Maintenance Division, overseeing contracts worth up to £20 million per annum. This is your chance to make a real impact, drive performance, and shape the future of our service delivery. 🚀🔧 What You’ll Be Doing: Leading a high-performing team of Contract Managers, Supervisors, Operatives, and more 👷‍♂️👩‍💼 Managing and delivering responsive maintenance services to time, cost, and quality targets Driving operational excellence, customer satisfaction, and commercial success Ensuring compliance with Health & Safety and SHEQ standards Building strong client relationships and identifying new business opportunities Coaching and developing your team to achieve their full potential🧠 What You’ll Bring: Proven leadership in construction, building maintenance, or social housing (3+ years) HNC (or equivalent) in Construction or related field Strong commercial acumen and financial management skills Excellent communication, problem-solving, and organisational abilities A passion for customer service and continuous improvement Confidence in managing multiple projects and motivating diverse teams🚀 Why Join Us? Be part of a supportive, forward-thinking team Real opportunities for career progression – potential to grow into Operations Director or Regional Director roles Make a tangible difference in communities across the South Work in a collaborative, empowering environment where your voice matters📩 Ready to Apply?If you're ready to take the next step in your career and lead with purpose, we’d love to hear from you! Apply now and help us build better, safer, and more responsive homes. 🏡✨Given the nature of this position, you will need to undergo a Standard Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant's criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre-employment checks. To learn more about the checks included in this process, please click on the following link: National Security Vetting

Principal Technical Manager, Electrical

We're looking for a Principal Technical Manager, Electrical, to join our growing MoJ-focused team. These are exciting national roles supporting high-profile projects with a strong emphasis on collaboration, compliance and innovation. If you're an experienced technical professional who thrives in a flexible, autonomous environment and enjoys working across diverse sites and teams.About the RoleAs a Principal Technical Manager, you'll play a key role in delivering technically compliant solutions across multiple MoJ projects. You'll manage two direct reports, travel to sites (~ 3 to 4 days/month) and work closely with Tier 1 contractors and multidisciplinary consultants.Key Responsibilities: Lead technical delivery across 6–12 national sites Ensure compliance with operational frameworks and project plans Communicate complex technical concepts clearly to non-technical stakeholders Collaborate with Engineers and Technical Managers to share knowledge and drive successWhat We Offer Competitive salary Flexible working arrangements Funded professional memberships/accreditations (up to 2) Career path to Regional Technical Director Supportive, non-micromanaged team cultureIdeal CandidateYou may currently be working as a Principal Engineer, Associate Director, or Senior Electrical Engineer.We welcome applications from candidates with transferable skills and diverse backgrounds. If you're ready to make a meaningful impact and grow your career in a supportive environment, apply now!

Client Support Team Leader

🧭 Client Support Team Leader – FM Helpdesk📍 Location: Manchester🕒 Contract: Full-time, PermanentWe are committed to developing our people through a culture of continuous learning and engagement, fostering an environment that supports both personal and professional growth.Role OverviewWe are seeking a proactive and experienced Client Support Team Leader to join our FM Helpdesk operation in Manchester. This pivotal role will act as a central point of escalation for a team responsible for managing customer and operational colleague interactions, including the raising, allocation, and completion of jobs.Reporting to the Customer Care Manager, and supported by a wider Customer Operations network, you will have the autonomy to deliver first-contact solutions that meet client expectations and provide leadership and guidance to your team.This is a critical role in the successful delivery of our long-term strategic plan for Customer Care. You will engage with a wide range of internal and external stakeholders and play a key role in shaping the future of WPS Customer Care through team development and operational excellence.Key Responsibilities Lead and develop a high-performing team focused on delivering consistent service excellence. Provide training, coaching, and ongoing support to team members. Support operational continuity through absence cover and resource planning. Lead and contribute to ad hoc projects impacting team operations. Conduct quality reviews and audits to ensure service standards. Line manage Customer Care Advisors, including performance and availability reporting. Analyse and present performance data to support team management and improvement. Manage customer and internal escalations confidently and effectively. Collaborate with customers, operational staff, and management to resolve queries. Contribute to the delivery of service levels and contractual performance targets. Maintain and update statistical reports and operational data. Work closely with the Customer Care Manager and Account Teams to uphold quality and customer satisfaction standards. Handle all communications professionally and promptly.Candidate Profile Proven experience in a customer service or helpdesk leadership role, ideally within FM or property services. Strong people management and coaching skills. Excellent communication and problem-solving abilities. Proficient in data analysis and performance reporting. Ability to work collaboratively across teams and manage multiple priorities. Experience using Concept would be idealWhat We Offer Competitive salary and benefits package. Opportunities for career development and progression. A supportive and inclusive working environment. The chance to make a meaningful impact in a customer-focused team.Given the nature of this position, you will need to undergo a Basic Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant's criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre-employment checks. To learn more about the checks included in this process, please click on the following link: National Security Vetting