Customer Service Manager

Wates
The Vacancy

We have a fantastic opportunity for a Customer Service Manager, to join our Wates team within our Responsive Maintenance Division. You will be working out of our Finsbury Park office, overseeing and delivering a five star customer service experience to tenants and clients on our contracts.

Key Accountabilities will include:

• Ensuring that customer service delivery is continuously improved in ways that meet the needs of the customer as well as our clients.
• Implement and manage a robust customer feedback system to ensure continuous service improvement, and contribute to improvement in customer feedback methodology.
• To develop systems and processes to enable customer enquiries to be dealt with at first point of contact wherever possible for planned works, responsive repairs and other property related services.
• Develop and maintain close working between the Contact Centre, internal teams and main contractors to enable an efficient, seamless service to be delivered to our customers.
• Liaising with all service areas to act as an intermediary for customers as and when required.
• To accept and case manage on behalf of our Customer Service Advisors, difficult customer situations that have been escalated to them, ensuring the customers experience in dealing with us is positive. To implement and manage service standards for delivery.
• To provide control over quality and quantity of Contact Centre activities through regular monitoring and measurement including adherence to service standards and utilising resources in the most efficient manner.
• To ensure established policies and procedures are adhered to.
• To ensure that service delivery is continuously improved to meet the needs of the customer as well as our clients and business partners.

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.

Given the nature of this position, you will need to undergo a Basic Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant’s criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre-employment checks.

To learn more about the checks included in this process, please click on the following link: National Security Vetting

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.