Reimagining places
for people to thrive.

Client Support Advisor

CLIENT SUPPORT ADVISOR Are you providing amazing customer service in your current role but ready for the next step? We are currently recruiting for a Customer Care Advisor to join our fabulous team on a full time, permanent basis. We’re looking for someone who has a passion for delivering outstanding customer service whilst being professional and friendly at all times! It’d be amazing (but not essential) if you have previous experience of working on an FM Helpdesk in a busy environment because this is what you’ll be doing: • Delivering great customer service to our clients and contractors • Building outstanding working relationships with our clients, contractors and other functions within the business • Managing emails and phone calls • Dealing with enquiries from clients and contractors • Supporting clients and contractors with any queries • Assigning jobs to contractors within an agreed time frame • Chasing up jobs that have not been accepted/attended to • Managing and updating business-critical issues daily • Updating systems to ensure complete transparency • Ensuring that maintenance work is processed in a timely manner • Communicating with contractors daily, to minimise overdue work • Challenging unnecessary call-outs and response times • Working closely with site managers and engineers to ensure a one-team approach to management of maintenance issues • Operating and being measured against business KPIs • Demonstrating professionalism at all times This particular position will involve the raising and administration of a high volume of quoted works so if that is a process you are familiar with then please apply! To be successful you’ll need to be: • Tenacious and results orientated • IT literate • Confident, efficient and reassuring on the phone • Great at prioritising and multi-tasking • Friendly and professional • Looking for ways we can do things better • Ambitious and keen to progress We’ll give you full training as part of your induction as well as the opportunity to make the role your own. You’ll be part of a close, fun team and be fundamental to shaping the future success of Customer Care within Wates FM and of course your own career aspirations! Wates FM successfully provides Facilities Management services in technically demanding environments, and our portfolio includes some of the UK’s best-known companies, providing stand-alone hard services, planned and reactive maintenance and technically led FM solutions to single and multi-site operations. This is an office based position. WHAT WE OFFER Competitive salary Extensive corporate benefits including, Private Medical, Pension 5% employers’ contribution, Health and Wellness programme, 22 days holidays + bank holidays and much more… Excellent range of learning and development activity to support your career progression. Industry leading family leave benefits to included 26 weeks fully paid maternity, 8 weeks fully paid paternity. To find out more about LIFE AT WATES please click on the following link https://www.wates.co.uk/careers/ We are always looking for a variety of new talent to join our teams, to help us grow and innovate as a business. Although you may not have all the skills listed, many of them may be transferable to other roles within the WATES Group. If you would like clarity on any of our vacancies, discuss career opportunities in strict confidence or need anything to make our recruitment process easier, please contact our In-House Recruitment Team directly or via recruitment@wates.co.uk and one of us will get in touch as soon as possible. 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 People, we are also a Disability Confident employer. Being a family owned, business means we understand and value long term relationships.

Senior Building Services Manager

Wates Group are looking for a Senior Building Services Manager to join our Residential team in Basingstoke.The Residential business is a developer contractor; we invest, develop, build and sell quality affordable housing, either contracting or in a form of partnership with Local Authorities, Registered Providers and public bodies.The Senior Building Services Manager will provide technical support to the Development and Operations teams in delivering first class sustainable projects, help to develop strong relationships with customers, be a positive representative of the Residential team in all communication with our clients and key stakeholders.This is a great opportunity to progress your career as part of a talented, diverse, and supportive team.ABOUT THE ROLEOur Building Services Managers are a valuable part of our business, driving quality outcomes.As our Senior Building Services Manager, you will: Review tender information for technical compliance, completeness and coordination and report findings to the team. Assist the commercial team by leading on MEPH related packages, reviewing and comparing tender returns Assist in the selection of MEPH consultants and sub-contractors and the negotiation and appointment of competent contractors and designers. Prepare the scopes of service and associated documents for the appointment of MEPH consultants and supply chain Support the design management teams and our clients in undertaking high quality reviews at each stage of the design development process to ensure deliverables are fully co-ordinated and buildable. Monitor and report on site progress to ensure alliance with the Construction Programme. Chairing and minuting M&E Progress Meetings. Liaison with Residential site team. Drive Zero harm and exemplary health, safety, wellbeing and environmental performance on assigned projects.WHAT WE OFFER Competitive salary & profit share scheme Flexible working Car Allowance / Company Car (subject to Role/Grade) Travel covered to any of our sites (subject to HMRC advisory rates) Extensive corporate benefits including, Private Medical, Pension with employers’ contribution, Health and Wellness programme, 26 days holidays + bank holidays and much more… One of the best learning and development programmes which is customizable to support your career progression goals. Industry leading family leave benefits to included 26 weeks fully paid maternity, 8 weeks fully paid paternity.To find out more about LIFE AT WATES please click on the following link https://www.wates.co.uk/careers/

Customer Service Co-ordinator

CUSTOMER SERVICE COORDINATOR – RESIDENTIALAre you passionate about providing exceptional customer service? Do you thrive in a dynamic environment where no two days are the same? If so, we have an exciting opportunity for you to join our team as a Customer Service Coordinator in London on a fixed term contract for 14 months. As a Customer Service Coordinator, you will play a crucial role in ensuring that our customers receive exceptional service from initiation to completion. You will serve as the first point of contact for customers, contractors, and internal personnel, managing inquiries, defects, and queries with efficiency and professionalism. This role requires strong communication skills, attention to detail, and the ability to build and maintain positive relationships with stakeholders.ABOUT THE ROLEOur Customer Service Coordinators are a valuable part of our business, driving quality outcomes, developing and maintaining excellent customer relationships and effectively manage the customer experience to handover.As our Customer Service Coordinator, you will: Act as the primary liaison between customers, contractors, and internal teams. Manage customer inquiries, defects, and queries promptly and efficiently. Coordinate inspections, remediation, and scheduling of operatives. Maintain accuracy of the Clixifix database and prepare defect notifications. Support the Customer Service Manager by attending customer appointments as needed. Prepare reports to identify key trends and areas for improvement. Ensure compliance with company operating procedures and standards.WHAT WE OFFER Competitive salary & profit share scheme Flexible working Travel covered to any of our sites (subject to HMRC advisory rates) Extensive corporate benefits including, Private Medical, Pension 8% employers’ contribution, Health and Wellness programme, 26 days holidays + bank holidays and much more… One of the best learning and development programmes which is customizable to support your career progression goals. (c.7000 training sessions delivered year to date across the WATES Group) Industry leading family leave benefits to included 26 weeks fully paid maternity, 12 weeks fully paid paternity.Internal Candidates – Please make your line manager aware of your application before applying and a member of the recruitment team will be in touch once an application has been made.

Customer Service Assistant

We have a fantastic opportunity for an experienced Receptionist / Administrator to join the team out of our Leatherhead office, in creating a first-class front of house service on a full time basis (40 per week).To be successful in this role, you will be responsible in setting high standards for both the visual image of all areas within the office and the services delivered to them, along with maintaining a visible presence & main point of contact always.You will also be required to provide regular support to the Facilities Manager, including room bookings and catering management.Your Key Accountabilities will include: Act as the first point of contact for the general public and all levels of staff, including external contractors, suppliers and VIP visitors either face to face or by telephone. Management of visitor booking system & room booking. Ensuring all meeting room are clean, tidy and maintained throughout the day. Assist in maintaining the security of the site, through monitoring staff access and validation of visitors and contractors. Assisting the team in maintaining and updating records, files and logbooks including Lost Property, Restricted key lists and transport delivery and collection information where required We are looking for you to already have NVQ / SVQ in Customer Services Level 1-4 (Preferred but not essential) with an additional certification in office management a plus.Already working in a similar role, you will have a professional attitude and appearance and be able to think on your feet when faced with various situations. You will have solid written and verbal communication, coupled with excellent organisational skills, and able to use MS office proficiently and have hands on experience with office equipment such as Printers and video conferencing facilities.