Customer Service Manager

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Employer: Wates Group
Location: Skelmersdale, Lancashire, United Kingdom
Salary: Competitive
Closing date: 18 Jan 2025

Sector: Customer Services
Role: Assistant
Contract Type: Permanent
Hours: Full Time

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 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 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 consisting 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.

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.

Company

We employ almost 4,000 people, working with a range of clients and partners from across the public and private sectors.

At Wates, we are driven by our purpose of working together to inspire better ways of creating the places, communities, and businesses of tomorrow. We need the right people from whatever background to help us make this happen and we are always looking for talented people from all walks of life to reflect the diverse communities where we work.

Our Guiding Framework

Our Guiding Framework shapes everything we do. It incorporates our driving purpose, outlines the behaviours we work by, and the goals we are all working together to achieve. These are our values and vision.

Wates Together

Our Diversity and Inclusion plan is our long-term blueprint to create a business where everyone is welcomed, included, and connected. We call this #WatesTogether.

Inclusion and Diversity

We are committed to building an organisation which is more representative of the communities we serve, offering equality of opportunities to diverse talent and an inclusive work environment where this talent thrives. We have set ourselves bold targets that will take time to achieve, but we are moving in the right direction and we are committed to achieving sustainable change.

Social Value

Our approach to social value is rooted in our belief that how we do business is as important as what we do. Our programmes and activities are focused on creating work and training opportunities, particularly for people furthest away from the workforce, such as care leavers, ex-offenders, and ex-services personnel; building sustainable communities through employment, skills and awareness, and advocacy of trade with the social enterprise sector.

Environmental Sustainability

The Wates Group is committed to the long-term sustainability of the built environment and we’re working to eliminate carbon from our operations by 2025. We’re committed to having a workforce that more accurately reflects society and providing an environment that positively encourages flexible working through working arrangements and benefits.

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