The Vacancy
We have an exciting opportunity for a
Regional Customer Service Manager to join our WPS team, leading customer service excellence across our
North & Central Region. This is a pivotal leadership role covering multiple contracts and offices, ensuring our customers, clients and internal teams receive a consistently outstanding service.
📍 Location & Travel
This Is a Regional Role With Coverage Across
Barnsley, Milton Keynes, Derbyshire, Birmingham, Warwickshire, Worcestershire.
- Preference: Midlands-based
- Expected to work flexibly across up to six offices within the region
- Hybrid working: 1–2 days per week from home (business/client demands permitting)
💼 About The Role
Reporting directly into
Divisional Director as the regional lead, this role is responsible for shaping, influencing and delivering our
customer strategy across the Responsive Maintenance service. The successful candidate will oversee
multiple customer service functions and ensure continuous improvement of the end‑to‑end customer journey.
You will lead large teams (up to
50 people) including:
- Customer Contact / Customer Experience
- Scheduling & Planning
- Complaints & Case Management
- Performance & Insight / Continuous Improvement
- General Customer Service Operations linked to R&M delivery
This role requires someone who thrives in a
client-facing, collaborative environment and can confidently manage multiple customers, stakeholders and service lines.
🔑 Key Responsibilities
- Lead and manage regional customer service operations across multiple offices, teams and contract lines.
- Oversee customer contact, scheduling, complaints handling, performance monitoring and service standards.
- Be a key influencer in shaping the customer journey for thousands of residents.
- Play a regional leadership role with genuine autonomy and visibility.
- Join a values-led, family-run Tier 1 contractor committed to social value and customer excellence.
- Work within an organisation undergoing meaningful transformation in customer experience.
Given the nature of this position, you will need to undergo a Basic Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant's criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre-employment checks.
To learn more about the checks included in this process, please click on the following link: National Security Vetting
Work for Wates
Wates is one of the UK’s leading family-owned development, building and property maintenance companies. Founded over 125 years ago, we have a proud legacy in the built environment.
We are driven by our purpose, ‘reimagining places for people to thrive’ and our three promises:
Thriving places – working with customers, partners and communities to create places that are more sustainable, inclusive, and full of opportunity.
Thriving planet – protecting nature and taking action on climate change by collaborating and innovating with our partners.
Thriving people – creating opportunities and relationships so that everyone who works for and with us feels included, invested in, and treated with care.
We are proud to be recognised as Gold Investors in People and as a Disability Confident employer. We also ensure that our recruitment processes do not treat anyone less favourably due to an offending background.
Work for Wates
Wates Group is one of the largest, and most successful family-owned private construction, development, and property services companies in the UK. We are building a place to work where everyone belongs, by one small act of inclusion at a time. We celebrate difference and welcome diversity.
As a responsible and inclusive employer, we are committed to equality and are proud to have been recognised for this through a range of accolades including gold accreditation with Investors in Peo
ple, we are also a Disability Confident employer. Being a family owned, business means we understand and value long term relationships.
The Wates Group are committed to three ambitious environmental targets for 2025: Zero Waste, and Zero Carbon, from our operations and Positive Nature Enhancement. Wates are pushing to take a leading role in reducing our industry’s environmental impact.