We are looking for an experienced and motivated Customer Service Manager to lead our administration and scheduling teams in Finsbury Park. This is a fantastic opportunity to make a real impact in a fast‑paced environment, driving service excellence and continuous improvement.
As Customer Service Manager, you will lead and develop a team of schedulers and administrators, ensuring high-quality service delivery, strong client relationships, and consistent performance against KPIs. You’ll take ownership of complaints management, performance monitoring, and process improvements.
Key Responsibilities
* Lead, motivate and manage a team of administrators and schedulers
* Manage customer complaints, identifying trends and driving improvements
* Monitor and challenge KPI performance to enhance service delivery
* Champion continuous improvement across operations
* Build and maintain strong client relationships
* Ensure compliance with company policies and procedures
* Support contract delivery and attend client meetings when required
* Conduct performance reviews (PDRs) and develop team capability
Qualifications
* Proven experience managing customer service or scheduling teams
* Strong analytical skills and ability to interpret data
* Excellent communication skills (written and verbal)
* Highly organised, detail‑oriented, and self‑driven
* Confident working with stakeholders at all levels
* Advanced Microsoft Office skills (Excel & Word)
Benefits
* Competitive salary and benefits
* Career development opportunities
* Supportive and collaborative working environment
You will need to undergo a Standard Disclosure and Barring Service (DBS) check 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 offences. Additionally, certain roles may be subject to additional pre‑employment checks.
WPS 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 wpsrecruitment@wates.co.uk
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