Wates Group
Divisional Customer Services Manager
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🌟 Divisional Customer Service Manager
📍 Enfield, London 🏢 WPS Specialist Division 💼 Full Time | Permanent
Are you an experienced customer service leader looking to make a real impact across a large operational division? We're looking for a Divisional Customer Service Manager to join our Specialist Division based in Enfield and play a pivotal role in driving customer excellence, operational performance, and continuous improvement across multiple contracts and teams.
This is a highly influential leadership role where you'll be responsible for shaping customer service strategy, leading high-performing teams, improving service delivery, and supporting the operational success of a growing and dynamic business.
🚀 About The Role
As Divisional Customer Service Manager, you will provide leadership and direction across customer service, scheduling, administration, and customer experience functions, ensuring exceptional service standards are delivered at every stage of the customer journey.
Working closely with operational leaders, clients, and key stakeholders, you will drive performance, identify opportunities for improvement, and implement innovative solutions that enhance customer satisfaction, operational efficiency, and business performance.
🔑 Key Responsibilities
- Lead, develop, and inspire customer service, scheduling, and administration teams across the division
- Drive a customer-first culture focused on delivering an outstanding customer experience
- Monitor, analyze, and challenge KPI performance to identify trends, risks, and opportunities for improvement
- Lead the management of customer complaints, ensuring effective resolution and using insight to drive service enhancements
- Develop and implement divisional customer service strategies that support operational and business objectives
- Work in partnership with operational leaders to improve productivity, efficiency, and profitability across contracts
- Champion continuous improvement initiatives, identifying opportunities to streamline processes and improve service delivery
- Build and maintain strong relationships with clients, customers, suppliers, and internal stakeholders
- Attend and lead customer and client performance meetings, providing insight and recommendations
- Ensure full compliance with company policies, procedures, and operating frameworks
- Lead performance management activities including coaching, mentoring, development planning, and PDRs
- Support resource planning, workforce management, and service optimisation to meet business demands
- Produce and present customer service performance reports to senior stakeholders
- Drive consistency and best practice across all customer service functions within the division
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Essential Experience
👩💼 What We're Looking For
- Proven experience leading customer service, scheduling, or operational support teams within a service-led organisation
- Strong leadership skills with experience managing multiple teams and stakeholders
- Experience analysing performance data and implementing service improvements
- Demonstrable experience managing complaints, customer escalations, and customer satisfaction initiatives
- Ability to influence and collaborate with stakeholders at all levels
- Strong commercial awareness with an understanding of operational performance and profitability
- Experience of driving change and continuous improvement programmes
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Skills & Attributes
- Exceptional communication and interpersonal skills
- Strong analytical and reporting capabilities
- Highly organised with excellent attention to detail
- Ability to work in a fast-paced operational environment
- Proactive problem solver with a solutions-focused approach
- Passionate about delivering excellent customer outcomes
- Strong coaching and people development skills
- Advanced Microsoft Office skills, particularly Excel
📩 Interested?
If you're a passionate customer service leader ready to take the next step in your career and make a meaningful impact across our Specialist Division, we'd love to hear from you.
👉 Apply today and help shape the future of customer excellence at WPS.
Our commitments: Do not remove this text
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 recruitment@wates.co.uk
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