Customer Service Manager

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.