Customer Service Manager

Wates Property Services (WPS)

Location: Ealing, London

Contract: Full Time, Permanent

Salary: Competitive + Excellent Benefits

The Opportunity

Wates Property Services (WPS) has an exciting opportunity for a Customer Service Manager to join our team in Ealing. This role will be responsible for leading the delivery of a first-class customer experience across our responsive repairs and maintenance contracts, ensuring residents and clients receive a professional, efficient, and customer-focused service. The role closely reflects WPS’s existing Customer Service Manager positions within the Property Services division.

As Customer Service Manager, you will lead and develop customer service teams, drive service improvements, manage escalated complaints, and work closely with operational teams to deliver excellent outcomes for residents and clients.

Key Responsibilities

Lead and manage the customer service function, ensuring consistently high levels of customer satisfaction.

Develop and implement processes that enable customer enquiries to be resolved at the first point of contact wherever possible.

Manage escalated customer complaints and ensure effective resolution within agreed timescales.

Build strong relationships with operational teams, planners, supervisors, contract managers, and clients to ensure seamless service delivery.

Monitor customer satisfaction performance, complaints, KPIs, and service levels, identifying opportunities for continuous improvement.

Implement and manage customer feedback initiatives to enhance service delivery.

Ensure policies, procedures, and company standards are consistently followed.

Produce performance reports and present recommendations for service improvements.

Coach, mentor, and develop Customer Service Advisors to create a high-performing team culture.

What We’re Looking For

✅ Previous experience in a Customer Service Manager, Customer Experience Manager, Contact Centre Manager, or similar leadership role.

✅ Experience within social housing, property maintenance, repairs, facilities management, or construction environments.

✅ Strong understanding of customer satisfaction measures and complaint handling processes.

✅ Proven ability to lead, motivate, and develop customer service teams.

✅ Excellent communication and stakeholder management skills.

✅ Ability to analyse performance data and implement service improvements.

✅ Strong organisational and problem-solving skills.

✅ Proficient in Microsoft Office and customer management systems.

Desirable

• Experience working on social housing maintenance contracts.

• Knowledge of responsive repairs and planned maintenance services.

• CIH qualification or equivalent customer service qualification.

• Experience managing KPIs such as Customer Satisfaction, Complaints, and First Time Resolution.

What We Offer

Competitive Salary

Excellent Career Development Opportunities

Ongoing Training & Development

Pension Scheme

Employee Assistance Programme

Generous Annual Leave Entitlement

Inclusive & Supportive Working Environment

Work for WPS

At WPS, we are committed to creating thriving communities by delivering outstanding property services. Our people are at the heart of everything we do, and we’re looking for individuals who share our passion for customer excellence and continuous improvement.

Join WPS in Ealing and help us deliver a five-star service to our residents and clients every day.

Our commitments:

WPS 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 [email protected]

Benefits

Bonus

Pension scheme

Life assurance

Flexible benefits

Generous holiday

Enhanced family leave & policies

Car salary sacrifice scheme