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Employer: Wates Group
Location: Skelmersdale, Lancashire, United Kingdom
Salary: Competitive
Closing date: 22 Mar 2025
The Vacancy
We have a fantastic new opportunity for a Customer Service Manager to join our Wates team within our Responsive Maintenance Division. This role will be working out of our Skelmersdale office alongside one of our existing social housing partners.
This is an exciting opportunity for you to grow, develop, nurture the team and be responsible for delivering a five-star customer service experience to tenants and clients 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. 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, producing 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 maximize 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 analyze 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 the 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 recognized as Gold Investors in People and as a Disability Confident employer. We also ensure that our recruitment processes do not treat anyone less favorably due to an offending background.
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