Are you passionate about delivering exceptional customer experiences and ensuring every customer enjoys a smooth journey into their new home?
At Wates Residential, we're looking for a Customer Service Manager to join our London team on a 12-month fixed term contract. This is an exciting opportunity to join a customer focused team, ensuring an outstanding service is delivered from handover through to the end of the warranty period and beyond.
At Wates Residential, we invest, develop, build and sell high-quality affordable homes. Working in partnership with Local Authorities, Registered Providers and public bodies, we're committed to reimagining places for people to thrive.
Joining Wates means becoming part of a talented, diverse and supportive team where you'll have the opportunity to make a real impact on our customers, our communities and our business.
About the Role
You will build strong relationships with customers, ensuring a seamless handover experience, proactively identifying and managing defects, and delivering exceptional aftercare. You'll work closely with construction teams, subcontractors and stakeholders to ensure issues are resolved promptly while driving continuous improvement across the customer journey.
What You'll Be Doing
- Act as the main point of contact for customers from property handover through the warranty period and beyond.
- Conduct property inspections to identify defects, snagging items and quality concerns, ensuring issues are recorded, managed and resolved in a timely manner.
- Work closely with Site Teams and subcontractors to ensure defects and snagging items identified during pre-occupation and handover inspections are rectified to the required standard.
- Undertake end-of-defects inspections with Housing Association and Local Authority representatives, managing any agreed remedial works through to completion.
- Manage customer complaints effectively, identifying trends and implementing improvements to enhance service delivery and customer satisfaction.
- Champion continuous improvement across customer service operations and supply chain performance.
- Ensure team compliance with company policies, procedures and health and safety requirements.
- Develop and maintain strong relationships with customers and key stakeholders to ensure a positive customer experience throughout the warranty period.
About You
We're looking for someone who is passionate about delivering excellent customer service and building strong relationships.
You'll ideally have:
- Experience within customer service, aftercare or defect management in the construction, housing or property sector.
- Experience identifying, investigating and managing defects through to successful resolution.
- Excellent communication and stakeholder management skills.
- Experience handling customer complaints and resolving complex issues professionally and efficiently.
- Strong organisational skills and attention to detail.
- The ability to analyse trends, identify root causes and drive service improvements.
- Experience working with Housing Associations, Local Authorities or residential developers would be advantageous
Our commitments:
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 [email protected]
