Divisional customer service manager

Overview

In this role you will lead the customer service function across scheduling, administration and customer experience for a busy social housing repairs contract. You will drive a resident‑centred, high‑performing team and partner with operations, planning and client representatives to improve service delivery and contract performance. The position focuses on customer excellence, performance analytics, and continuous improvement to enhance the resident journey and stakeholder satisfaction. This is a leadership role with a clear impact on service quality and contract outcomes.

Responsibilities

• Lead and develop customer service, scheduling and administration teams
• Foster a customer-first culture delivering strong resident outcomes
• Monitor and analyse KPI performance to identify trends and risks
• Manage customer complaints and escalations with effective resolution and learning
• Design and implement initiatives to improve the resident experience
• Collaborate with operations to boost productivity and service delivery
• Champion continuous improvement across the contract
• Maintain relationships with clients, residents and internal stakeholders
• Lead performance management, coaching, and development activities
• Support workforce planning to meet service demand
• Produce and present service performance reports to senior stakeholders
• Drive consistency and best practices across customer-facing functions

Key requirements

• Proven experience leading customer service or operational support teams
• Experience in social housing, repairs or service-led environments
• Strong leadership with stakeholder management experience
• Experience analysing performance data and driving improvements
• Proven track record in managing complaints and customer satisfaction initiatives
• Ability to influence stakeholders at all levels
• Strong commercial awareness and understanding of contract performance
• Experience driving change and continuous improvement programmes

• Exceptional communication and interpersonal skills
• Strong analytical and reporting capabilities
• Highly organized with attention to detail
• Ability to work in a fast-paced environment
• Proactive problem solving and solution-focused mindset
• Microsoft Excel

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