Customer Services Manager – Full Time (Deadline to apply: 24th December 2025)

Womenspioneer; Greater London; Hybrid; GBP 50,000; Full time

Job summary

A leading housing services organization is looking for a Customer Services Manager to enhance resident engagement and oversee responsive repairs in Hammersmith, London. This hybrid role requires experienced professionals who can manage a small team to deliver outstanding customer service. Candidates should demonstrate strong interpersonal skills and a commitment to continuous improvement. The position also entails monitoring service performance and developing policies to ensure high satisfaction levels among residents.

Qualifications

• Experience at supervisory or management level in customer-centred services.
• Understanding of responsive repairs and legal frameworks in property services.
• Proven skills in complaint handling and internal communications.

Responsibilities

• Manage responsive repairs and resident engagement services.
• Develop policies and procedures for customer service.
• Ensure customer service advisors respond promptly to queries.

Skills

Outstanding customer service skills

Strong communication

Good IT skills

Analytical skills

Ability to engage and influence

Tools

Microsoft Office

Job description

Title: Customer Services Manager
Salary: £50,000
Hours: Full Time, 35 hours per week including Tuesdays as mandatory office day
Location: Hybrid / Hammersmith, London
Contract: Permanent

Closing Date: Wednesday 24th December 2025
Interviews to be held on Thursday 8th January in Hammersmith

Find out more information about the role, and how to apply below.

About the Role:

To support our growth and continue our commitment to providing excellent customer services, we are seeking a Customer Services Manager to manage our responsive repairs, communications and resident engagement and resolutions service. Supported by the Resident Engagement and Resolution Officer, and reporting to the Director of Operations, you will be responsible for ensuring our residents receive great customer service and resolution.

You will already be working in a customer-focused environment and have a track record of learning from customers, anticipating their needs and delivering services to meet those needs. You will have at least intermediate MS Office skills, understand basic property maintenance, and be able to engage with contractors ensuring they respond positively to customer’s requests. A good understanding of social housing is preferred but not essential – a great attitude and telephone manner, respect for our residents and a commitment to leading your team to deliver a really 1stclass customer service is of greater importance.

We are a small team, and work together to deliver shared objectives. If you are passionate about delivering excellent customer service, a good team member, and can demonstrate an interest in and commitment to our work, we would love to hear from you. If you would like an initial discussion to find out more about this role, please contact Natasha Roberts
([e-mail]).

Other considerations

As part of our safeguarding commitments, we carry out preemployment checks to ensure that successful applicants are suitable to work with adults at risk. These include basic DBS checks, obtaining references and verifying a candidate’s identity and Right to Work in the UK.

All qualified applicants already eligible to work in the UK will receive consideration for employment without regard to disability, race, nationality, ethnic or national origin, religion or belief, sex, gender, sexual orientation, gender reassignment, marital status or pregnancy. If you need us to make any special accommodation in the recruitment and selection process because of a protected characteristic, please let us know.

Role Profile:

Line Manager: Director of Operations

Direct reports: Customer Services Advisors x4, Resident Engagement & Resolutions Officer, Communications Officer

Key Responsibilities:

• To keep up to date with the legislative and regulatory framework regarding customer service, complaint handling and resident engagement and use this to continually review the service and keep colleagues informed striving to ensure customer services across WPH meets upper quartile satisfaction levels.
• Ensure that customer service advisors provide a prompt and comprehensive response to queries from residents and others about responsive repair, estate and tenancy management matters.
• Develop a robust system for complaints handling that reflects the WPH Complaints Policy and Housing Ombudsman Dispute Resolution Principles.
• Develop and maintain good relationships with other bodies such as key stakeholders, external contractors and suppliers, local authority representatives, community organisations and resident groups.
• Develop, implement and review all relevant policies, practices and procedures relating to customer services, ensuring they reflect legal, statutory and best practice requirements.
• Develop a robust system for communications, resident engagement. repairs, complaints and customer services ensuring they reflect WPH policies, procedures and best practice.
• Within delegated authorities, to authorise payment of all invoices relating to responsive repairs and associated suppliers to correctly allocate expenditure to appropriate cost centres.
• Raise and authorise repairs within the customer services team.
• To regularly review costs against budget heads, producing proposals for effectively dealing with significant variances.
• To monitor contractor performance in relation to responsive repairs, and to identify any performance issues, holding monthly meetings.
• Produce reports on WPH performance on communications, responsive repairs, complaints, customer services and resident engagement for other staff groups, Senior Management Team (SMT) and the Board and make recommendations to SMT as to how service delivery might be improved.
• Ensure effective systems are in place to learn from customer feedback and use these to identify areas of focus and ensure the continuous improvement of managing safety and compliance for residents.
• Using telephony software to prepare reports on call handling, interrogate data to address anomalies and provide accurate reporting on service performance relating to customer telephone contact.

Management and Leadership

• Provide leadership, guidance and support to team members to develop, motivate and encourage commitment in delivering the aims of business plans, initiatives, mission and values.
• Embed a strong performance management culture, setting appropriate targets and monitoring the performance of the team, reviewing the effectiveness of their performance and identifying any areas for development to ensure resident satisfaction and VfM.
• Work collaboratively with all WPH Managers and other teams to identify and respond to the needs of the organisation by contributing to raising standards furthering organisational objectives.
• Lead on organisation-wide initiatives and activities, representing the needs and views of the team and organisation as required.

Experience, Knowledge, and Qualifications

• Proven experience at supervisory or management level delivering high-quality, customer-centred services, ideally within housing or property services.
• Experience contributing to the development and implementation of policies and procedures.
• Good understanding of responsive repairs/property maintenance and the legal framework for tenancy and landlord services.
• Strong customer contact centre experience, including use of data/insight to improve service delivery.
• Demonstrable experience in complaint handling, case review, and producing clear, well-reasoned written responses.
• Experience managing internal and external communications.

Skills and Abilities:

• Outstanding customer service skills with a commitment to continual service improvement.
• Strong communication, networking, and relationship-building abilities.
• Confident presenter, able to engage and influence a range of audiences including residents and colleagues.
• Good IT skills, with at least intermediate proficiency in Microsoft Office (Excel, Word, Teams).
• Strong analytical and numerical skills, including the ability to interpret data, identify trends, and produce clear reports.
• Excellent written skills, including report writing and drafting communication materials.
• In-depth understanding of complaint management and resolution processes.
• Ability to translate customer feedback and performance data into service improvements.

Personal Attributes:

• Approachable, personable and able to form positive relationships, secure buy-in and work collaboratively.
• A motivational leader, who maximises the performance of team and individuals.
• Used to working under pressure but maintaining accuracy.
• A thorough understanding of and personal commitment to equality and diversity; treating others with dignity and respect, and with a real desire to understand and meet residents needs and aspirations.

How to Apply:

Thank you very much for your interest in this role.

To apply you should submit:

• An up-to-date CV which shows your full career history – we recommend that this is no longer than two pages;
• A supporting statement explaining why you are interested in this role, detailing how you are a good candidate for this post and how you fulfil the person specification – we recommend that this is no longer than one or two pages;
• A Diversity Monitoring Form - completion of the diversity form is not mandatory, this is requested for monitoring purposes in line with our commitment to equality and diversity.

Please note that applications can only be considered if all the documentation is complete. In your application please indicate if you cannot attend the interview date.

We are unable to sponsor applicants needing a Skilled Worker Visa. To apply for this role, you must have an ongoing Right to Work in the United Kingdom.

Shortlisted candidates will be required to participate in an assessment as part of the selection process. This will be held on the day of your interview, if you are invited to participate.

Applications must be sent to [e-mail] by Wednesday 24th December.

Interviews will be held at our Head Office in Hammersmith, West London on Thursday 8th January.

Please find the Diversity Monitoring Form and Wider Recruitment Pack below.