Divisional customer service manager

Divisional customer service manager

ð Divisional Customer Service Manager

ð Lambeth | WPS
ð Responsive Maintenance Social Housing Contract
ð¼ Full Time | Permanent

Are you an experienced customer service leader looking to make a real impact within social housing?

We're looking for a Divisional Customer Service Manager to join our WPS Lambeth Responsive Maintenance team and play a pivotal role in delivering an exceptional service to residents, clients, and stakeholders. This is an influential leadership role where you'll be responsible for driving customer excellence, operational performance, and continuous improvement across a busy social housing repairs contract.

Working closely with operational teams, planners, supervisors, and client representatives, you'll lead a high-performing customer service function that puts residents at the heart of everything we do.

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About the Role

As Customer Service Manager, you will provide leadership and direction across customer service, scheduling, administration, and customer experience functions, ensuring exceptional service standards are delivered throughout the resident journey.

You'll work alongside operational leaders and key stakeholders to improve service delivery, drive performance, and identify innovative ways to enhance customer satisfaction and contract performance.

ð Key Responsibilities

Lead, develop, and inspire customer service, scheduling, and administration teams

Drive a customer-first culture focused on delivering outstanding outcomes for residents

Monitor, analyse, and challenge KPI performance to identify trends, risks, and opportunities

Lead the management of customer complaints and escalations, ensuring effective resolution and learning

Develop and implement customer service initiatives that improve the resident experience

Work closely with operational teams to improve productivity, communication, and service delivery

Champion continuous improvement initiatives across the contract

Build and maintain strong relationships with clients, residents, and internal stakeholders

Attend and lead customer and client performance meetings

Ensure compliance with company policies, procedures, and operating frameworks

Lead performance management, coaching, mentoring, and development activities

Support workforce planning and resource management to meet service demands

Produce and present customer service performance reports to senior stakeholders

Drive consistency and best practice across all customer-facing functions

ð‍ð¼ What We're Looking For

Essential Experience

ð¹ Proven experience leading customer service, scheduling, or operational support teams

ð¹ Experience within social housing, repairs, maintenance, or a service-led environment

ð¹ Strong leadership skills with experience managing teams and stakeholders

ð¹ Experience analysing performance data and implementing service improvements

ð¹ Demonstrable experience managing complaints, customer escalations, and customer satisfaction initiatives

ð¹ Ability to influence and collaborate with stakeholders at all levels

ð¹ Strong commercial awareness and understanding of contract performance

ð¹ Experience driving change and continuous improvement programmes

Skills & Attributes

Exceptional communication and interpersonal skills

Strong analytical and reporting capabilities

Highly organised with excellent attention to detail

Ability to work in a fast-paced operational environment

Proactive problem solver with a solutions-focused approach

Passionate about delivering excellent customer outcomes

Strong coaching and people development skills

Advanced Microsoft Office skills, particularly Excel

ð Why Join WPS?

At WPS, we're committed to creating thriving communities and improving lives. You'll have the opportunity to shape the customer experience across a key social housing contract while leading a dedicated and passionate team.

Apply Now

If this sounds like the next opportunity for you, we'd love to hear from you. Click Apply Now and submit your application today to join the WPS team.

Our commitments:

Wates is proud to be an employer where anyone can thrive, and we welcome applications from candidates of all backgrounds. We encourage you to apply even if you don't meet every requirement, as we value transferable skills and assess all applications fairly.

We don't discriminate based on a criminal record; all applications are reviewed on an individual basis against the requirements of the role. Some roles may require additional checks, due to the nature of the work. As a Disability Confident Leader, we offer an interview to applicants with a disability who meet the minimum criteria for the role and opt in to the Disability Confident scheme. Reasonable adjustments are available, please contact us at