Customer Service Manager

Do you thrive on delivering exceptional customer service and leading teams that put customers first?

Wates Group are looking for a Customer Service Manager to join our Southern region.

Wates Residential is a developer contractor; we invest, develop, build and sell quality affordable housing, either contracting or in a form of partnership with Local Authorities, Registered Providers and public bodies.

The Customer Service Manager will ensure an efficient and responsive service is delivered throughout the warranty period. Manage the geographical Customer Service team to deliver a quality and customer focused service ensuring that the company is efficient, safe and profitable.

To develop strong relationships with customers, ensuring smooth delivery of each home upon completion and delivering exceptional aftercare during the warranty period.

This is a great opportunity to progress your career as part of a talented, diverse, and supportive team.

Our Customer Service Managers are a valuable part of our business, driving quality outcomes, developing and maintaining excellent customer relationships and effectively manage the customer experience to handover.

• Liaise and correspond with the customer at property handover through to the warranty period and beyond.
• Liaise with Site teams/Subcontractors to ensure any snagging items are identified in pre occupation or handover meetings are dealt with properly.
• Undertake end of defect inspections of Housing Association / Local Authority properties with the appropriate Housing Association representatives and manage any agreed defects through to completion.
• Manage complaints effectively to identify patterns and trends and instigate and lead on improvements of the service.
• Guide the Customer Service team to maximise productivity, efficiencies and effectiveness.
• Champion continual improvement to achieve excellent operational delivery and supply chain management.
• Responsible for ensuring that team adhere to company policies and procedures.
• Produce weekly / monthly reports to keep the business informed on all customer issues

Given the nature of this position, you will be required to undergo a Standard (DBS) check at offer stage.

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