Customer Service Manager

Overview

As Customer Service Manager, you will lead a customer service function delivering a first-class experience across responsive repairs and maintenance. You will partner with operations to ensure efficient, resident- and client-focused service, drive improvements, and develop a high-performing team. You’ll manage escalated complaints, monitor KPI performance, and implement feedback initiatives to raise service standards. This role offers a chance to shape customer satisfaction at scale within a supportive environment that values continuous improvement. You will work closely with cross-functional teams to deliver exceptional outcomes and contribute to WPS’s mission of thriving communities.

Pay / Benefits

• Competitive Salary
• Excellent Career Development Opportunities
• Ongoing Training & Development
• Pension Scheme
• Employee Assistance Programme
• Generous Annual Leave Entitlement

Responsibilities

• Lead the customer service function to maintain high customer satisfaction
• Develop and implement first-contact resolution processes
• Manage escalated complaints and ensure timely resolution
• Build relationships with operations, planners, supervisors, contract managers and clients
• Monitor satisfaction, complaints, KPIs and service levels for continuous improvement
• Implement customer feedback initiatives to enhance service delivery
• Ensure adherence to policies, procedures and company standards
• Produce performance reports and recommend service improvements
• Coach and develop Customer Service Advisors to foster a high-performing team culture

Key requirements

• Experience in a Customer Service Manager or similar leadership role
• Background in social housing, property maintenance, repairs, facilities management, or construction
• Strong understanding of customer satisfaction measures and complaint handling
• Proven ability to motivate and develop customer service teams
• Excellent communication and stakeholder management
• Ability to analyse performance data and drive improvements
• Strong organisational and problem-solving skills
• Proficiency in Microsoft Office and customer management systems

• communication
• stakeholder management
• leadership and mentoring
• problem-solving
• Microsoft Office
• customer management systems

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