Customer Services Operations Manager

Location: Walsall, West Midlands

Contract: Permanent, Full Time, 37 hours per week

Closing Date: 31st July 2026

At whg, we’re committed to delivering outstanding experiences for our customers.

We’re looking for an experienced and inspirational Customer Services Operations Manager to lead our customer services operation, champion service excellence, and drive continuous improvement across every customer interaction.

This is an exciting opportunity for a strategic and operational leader who thrives on using data, technology and people development to transform customer services and deliver meaningful outcomes.

As our Customer Services Operations Manager, you’ll be responsible for leading our multi-channel customer contact operation, ensuring customers receive a high-quality, efficient and seamless service regardless of how they choose to contact us.

• Lead, motivate and develop our Customer Services management team, creating a high-performing and engaged culture.
• Drive customer satisfaction by improving first contact resolution and reducing avoidable customer contact.
• Use customer insight, performance data and analytics to identify trends and deliver service improvements.
• Lead our Customer Resolution Team, ensuring customer concerns are resolved quickly and effectively.
• Oversee Customer Care Liaison for new build defects, working closely with Development colleagues to improve outcomes.
• Build strong partnerships with our Home Maintenance Service (HMS), Business Excellence, IT and wider business teams.
• Champion digital services and support the development of customer-focused, technology-enabled ways of working.
• Ensure robust business continuity planning for customer services.
• Play a key role in the procurement and implementation of new customer service technologies, acting as a subject matter expert for our 8x8 omnichannel platform.
• Deliver operational excellence by monitoring KPIs, driving performance and embedding a culture of continuous improvement.

• The ability to work under pressure, possess a can-do attitude towards work and possess good interpersonal skills.
• A passion for Customer Services and driving service improvements along with transforming and growing the business.
• A strong track record of leadership with an ability to get the very best out of people.
• Demonstrable experience of successfully implementing change & efficiency programmes in the Customer Services arena.
• Significant experience of running a busy multi-channel customer contact centre.
• Ability to work flexibly and collaboratively with managers from across the business.
• Strong influencing, advocacy and negotiation skills.
• Excellent verbal and written communication skills.
• An understanding of current best practice in the field of digital customer interactions.
• Experience of financial management and programme management.
• Experience of working successfully to deadlines and managing multiple priorities simultaneously.
• Demonstrable experience of driving up performance, innovating and utilising new technology.
• A Level 4 Certificate in Housing or be willing to work towards and hold CIH membership.

In return, you will receive a competitive salary, 27 days annual leave plus Christmas shut down, a defined benefit pension scheme, health cash plan, a range of shopping and leisure discounts.

At whg, we are dedicated to providing affordable homes across the Midlands and creating sustainable communities. We believe everyone has the right to a safe and secure home, which is the foundation for a successful life. Our values— Trustworthy, Respectful, Accountable, Collaborative and Excellent — guide our work and our commitment to creating an inclusive workplace where everyone can thrive.

Interested in joining our team? Visit our website  and read Our 2030 Plan.

whg is committed to safeguarding and promoting the welfare of our customers and communities. Please note that for some roles, a Disclosure and Barring Service (DBS) check may be required as part of our pre-employment screening process.

We are a Disability Confident Employer and are committed to providing opportunities and support for all applicants, including those with disabilities.