Senior Customer Service Manager

Do you have experience as a Senior Customer Service Manager within the UK residential contracting market?

Wates are looking for a Senior Customer Service Manager to join our Wates Residential team in London to lead and embed a customer first culture across the region, ensuring the consistent delivery of exceptional service throughout the warranty and aftercare period.

The Senior Customer Service Manager provides strategic, operational, and people leadership for Customer Service Managers, Operatives, driving excellence in every stage of the customer journey.

The role is accountable for delivering a responsive, high‑quality service, developing a culture where colleagues are empowered to do the right thing for customers and strengthening relationships with residents, clients, JV partners, and internal functions. Set standards, challenge performance, and ensure the region delivers on its commitment to an outstanding customer experience.

As our Senior Customer Service Manager, you will:

• Lead and develop the regional Customer Service team, driving accountability, capability and continuous improvement, including recruitment, appraisals and training.
• Own the end‑to‑end customer journey from first engagement to the end of the DLP, ensuring an exceptional experience at every touchpoint.
• Deliver agreed customer service KPIs, ensuring timely responses, high‑quality defect resolution and strong SLA performance through effective supply chain management.
• Use performance data and lessons learnt to identify service gaps, drive improvements and strengthen quality and customer satisfaction.
• Lead relationships with JV partners and manage escalated or complex complaints, driving cross‑functional ownership and root‑cause resolution.
• Ensure policies and procedures are adhered to and prepare clear monthly and quarterly regional board reporting on customer service performance.

ABOUT YOU

You will have experience in leading Customer Service teams in the new build Residential sector, delivering high quality customer service satisfaction. Proven experience in dealing with complaint and esculations. Ideally customer service or defect management experience preferred.

Our commitments

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 recruitment@wates.co.uk.

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