Regional Customer Service Manager

3 weeks ago

London, United Kingdom Wates Full time

We have a fantastic opportunity for a Regional Customer Service Manager, to join our Wates team within our Planned Maintenance Division. You will be covering various contracts across London and being responsible for overseeing and delivering a five star customer service experience to tenants and clients on our contracts.

Key Accountabilities will include:

  • Ensuring that customer service delivery is continuously improved in ways that meet the needs of the customer as well as our clients.
  • Implement and manage a robust customer feedback system to ensure continuous service improvement, and contribute to improvement in customer feedback methodology.
  • To develop systems and processes to enable customer enquiries to be dealt with at first point of contact wherever possible for planned works, responsive repairs and other property related services.
  • Develop and maintain close working between the Contact Centre, internal teams and main contractors to enable an efficient, seamless service to be delivered to our customers.
  • Liaising with all service areas to act as an intermediary for customers as and when required.
  • To accept and case manage on behalf of our Customer Service Advisors, difficult customer situations that have been escalated to them, ensuring the customers experience in dealing with us is positive. To implement and manage service standards for delivery.
  • To provide control over quality and quantity of Contact Centre activities through regular monitoring and measurement including adherence to service standards and utilising resources in the most efficient manner.
  • To ensure established policies and procedures are adhered to.
  • To ensure that service delivery is continuously improved to meet the needs of the customer as well as our clients and business partners.

We are looking for an experienced and professional Regional 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.

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