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.