Customer Service Coordinator

Location: South Birmingham
Company: WPS (Part of Wates Group)
Contract: Full Time, Permanent
Salary: Competitive + Excellent Benefits

Join WPS and Help Deliver Outstanding Service to Residents

At WPS, we're committed to providing safe, high-quality homes and exceptional customer service across our social housing contracts. As part of our continued growth in the Midlands, we're looking for a Customer Service Coordinator to join our team based in South Birmingham.

This is a fantastic opportunity for a highly organised, customer-focused individual who enjoys working in a fast-paced environment and takes pride in delivering a first-class resident experience.

You'll play a key role in ensuring repair requests are managed efficiently, residents are kept informed throughout the process, and our operational teams are supported to deliver excellent outcomes. The advert has been tailored around customer service and responsive maintenance responsibilities commonly used across Wates' customer service and repairs teams. [wates.co.uk], [wates.curr...ancies.com]

The Role

As a Customer Service Coordinator, you'll be the first point of contact for residents, clients, and operational teams, ensuring a smooth customer journey from initial enquiry through to job completion.

Key Responsibilities

• Manage incoming calls, emails, and enquiries from residents requiring repairs and maintenance.
• Schedule appointments and coordinate works with operatives and subcontractors.
• Keep residents updated throughout the repair process, ensuring excellent communication at every stage.
• Monitor outstanding repairs and proactively resolve issues before they escalate.
• Respond to customer queries and complaints professionally and empathetically.
• Liaise with planners, supervisors, operatives, and clients to ensure service levels are achieved.
• Maintain accurate records on internal systems and ensure all administration is completed correctly.
• Support performance reporting and help identify service improvement opportunities.
• Contribute to a positive, customer-first culture across the contract. These responsibilities align with customer service coordination and responsive maintenance roles within Wates' housing maintenance operations. [wates.co.uk], [wates.curr...ancies.com]

About You

We're looking for someone who genuinely enjoys helping people and thrives in a busy customer-focused environment.

Essential Skills & Experience

• Previous experience within a Customer Service, Coordinator, Administrator, Scheduler, or Contact Centre role.
• Strong communication skills with the ability to build rapport with customers and colleagues.
• Excellent organisational and time-management skills.
• Ability to manage multiple priorities and work effectively under pressure.
• Good IT skills, including Microsoft Office.
• A positive, proactive, and solution-focused approach.

Desirable

• Experience working within social housing, repairs, maintenance, construction, or property services.
• Knowledge of scheduling systems and responsive maintenance processes.
• Experience managing customer complaints and service recovery.
• Understanding of resident-focused service delivery within social housing environments. These are consistent with skills sought in Wates customer service and maintenance coordination roles. [wates.co.uk], [wates.curr...ancies.com]

Why Join WPS?

• Be part of one of the UK's leading property services businesses.
• Opportunity for career progression and development.
• Supportive and collaborative team environment.
• Competitive salary and benefits package.
• Make a real difference to residents and local communities every day.
• Ongoing training and development opportunities.

Apply Today

If you're passionate about customer service, enjoy problem-solving, and want to be part of a team that genuinely improves people's homes and lives, we would love to hear from you.

Join WPS South Birmingham and help us deliver exceptional service to residents across the region.