Location
London, Lambeth

Hours
Full Time

Salary
Negotiable

About the Role
We are seeking an experienced Divisional Customer Service Manager to join the WPS Lambeth Responsive Maintenance Social Housing team. In this permanent leadership role, you will be pivotal in delivering exceptional service to residents, clients, and stakeholders across a busy social housing repairs contract. You will lead and inspire customer service, scheduling, administration, and customer experience functions to ensure outstanding service standards throughout the resident journey.

Working closely with operational teams, planners, supervisors, and client representatives, you will drive customer excellence, operational performance, and continuous improvement. Your role will involve improving service delivery, managing complaints and escalations, championing continuous improvement initiatives, and building strong relationships with clients and residents. You will also be responsible for performance management, coaching, mentoring, workforce planning, and producing performance reports for senior stakeholders.

Experience
- Proven leadership of customer service, scheduling, or operational support teams
- Experience within social housing, repairs, maintenance, or service-led environments
- Strong leadership skills managing teams and stakeholders
- Experience analysing performance data and implementing service improvements
- Demonstrable experience managing complaints, escalations, and customer satisfaction initiatives
- Ability to influence and collaborate with stakeholders at all levels
- Strong commercial awareness and understanding of contract performance
- Experience driving change and continuous improvement programmes

About You
- Exceptional communication and interpersonal skills
- Strong analytical and reporting capabilities
- Highly organised with excellent attention to detail
- Ability to work effectively 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

Qualifications
No specific qualifications are stated; however, relevant experience and skills in customer service leadership within social housing or related sectors are essential.