🌟 Customer Service Manager

Wates Property Services (WPS)

📍 Location: Ealing, London
🕒 Contract: Full Time, Permanent
💰 Salary: Competitive + Excellent Benefits

The Opportunity

Wates Property Services (WPS) has an exciting opportunity for a Customer Service Manager to join our team in Ealing. This role will be responsible for leading the delivery of a first-class customer experience across our responsive repairs and maintenance contracts, ensuring residents and clients receive a professional, efficient, and customer-focused service. The role closely reflects WPS's existing Customer Service Manager positions within the Property Services division.

As Customer Service Manager, you will lead and develop customer service teams, drive service improvements, manage escalated complaints, and work closely with operational teams to deliver excellent outcomes for residents and clients.

Key Responsibilities

🔹 Lead and manage the customer service function, ensuring consistently high levels of customer satisfaction. 

🔹 Develop and implement processes that enable customer enquiries to be resolved at the first point of contact wherever possible.

🔹 Manage escalated customer complaints and ensure effective resolution within agreed timescales. 

🔹 Build strong relationships with operational teams, planners, supervisors, contract managers, and clients to ensure seamless service delivery. 

🔹 Monitor customer satisfaction performance, complaints, KPIs, and service levels, identifying opportunities for continuous improvement. 

🔹 Implement and manage customer feedback initiatives to enhance service delivery. 

🔹 Ensure policies, procedures, and company standards are consistently followed. 

🔹 Produce performance reports and present recommendations for service improvements.

🔹 Coach, mentor, and develop Customer Service Advisors to create a high-performing team culture.

What We're Looking For

✅ Previous experience in a Customer Service Manager, Customer Experience Manager, Contact Centre Manager, or similar leadership role.

✅ Experience within social housing, property maintenance, repairs, facilities management, or construction environments.

✅ Strong understanding of customer satisfaction measures and complaint handling processes. 

✅ Proven ability to lead, motivate, and develop customer service teams.

✅ Excellent communication and stakeholder management skills.

✅ Ability to analyse performance data and implement service improvements.

✅ Strong organisational and problem-solving skills.

✅ Proficient in Microsoft Office and customer management systems.

Desirable

⭐ Experience working on social housing maintenance contracts.

⭐ Knowledge of responsive repairs and planned maintenance services.

⭐ CIH qualification or equivalent customer service qualification.

⭐ Experience managing KPIs such as Customer Satisfaction, Complaints, and First Time Resolution.

What We Offer

🏡 Competitive Salary

📈 Excellent Career Development Opportunities

🎓 Ongoing Training & Development

💰 Pension Scheme

🏥 Employee Assistance Programme

🌴 Generous Annual Leave Entitlement

🤝 Inclusive & Supportive Working Environment

Work for WPS

At WPS, we are committed to creating thriving communities by delivering outstanding property services. Our people are at the heart of everything we do, and we're looking for individuals who share our passion for customer excellence and continuous improvement. 

Join WPS in Ealing and help us deliver a five-star service to our residents and clients every day. 🌟🏡