Divisional Customer Service Manager

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., 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.

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

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

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

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

Strong leadership skills with experience managing teams and stakeholders

Experience analysing performance data and implementing service improvements

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

Ability to influence and collaborate with stakeholders at all levels

Strong commercial awareness and understanding of contract performance

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

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.