Customer Service Manager

The Vacancy

We have a fantastic new opportunity for a Customer Service Manager, to join our Wates team within our Responsive Maintenance Division. This particular role will be working out of our Skelmersdale office working alongside one of our existing social housing partners.

This is a really exciting opportunity for you to grow, develop, nurture the team and be responsible for delivering a five star customer service experience to tenants and client within the contract.

Key Accountabilities will include:

• Manage customer communication and complaints effectively to deliver robust resolutions in a timely fashion and produce high quality complaint responses to prevent complaint escalations. To identify patterns, trends and service failures to design, implement and drive service improvements to prevent complaints.
• Source, review, monitor and challenge KPI data to identify shortfalls in the service and implement processes for improvement weekly, to produce monthly reports and analysis for internal and client use.
• Champion continuous improvement to achieve excellent operational delivery and supply chain management through proactive and clear leadership.
• Lead a customer services function that consists of a team of schedulers, customer liaison officers, and administrators to maximise productivity, efficiencies and effectiveness to achieve/exceed day-to-day targets across the services.

We are looking for an experienced and professional Customer Service Manager with knowledge of Maintenance practices, standards and processes along with the ability to analyse technical and commercial aspects of maintenance tasks and apply solutions in terms of time, cost, quality and best use of available resources.

To be successful in this role you will be an excellent communicator with the ability to influence key stakeholders and manage expectations of customers and site teams.

Work for Wates

Wates is one of the UK’s leading family-owned development, building and property maintenance companies.  Founded over 125 years ago, we have a proud legacy in the built environment.

We are driven by our purpose, ‘reimagining places for people to thrive’ and our three promises:

• Thriving places – working with customers, partners and communities to create places that are more sustainable, inclusive, and full of opportunity.
• Thriving planet – protecting nature and taking action on climate change by collaborating and innovating with our partners.
• Thriving people – creating opportunities and relationships so that everyone who works for and with us feels included, invested in and treated with care.

We are proud to be recognised as Gold Investors in People and as a Disability Confident employer.  We also ensure that our recruitment processes do not treat anyone less favourably due to an offending background.