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Regional Customer Services Manager

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 & TravelThis 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 RoleReporting 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 deliveryThis 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. Engage directly with clients, residents and stakeholders, representing WPS with professionalism and enthusiasm. Use performance data, KPIs and customer insights to identify service gaps and implement improvements. Shape, refine and support the delivery of the regional customer strategy, aligned with wider WPS objectives. Ensure adherence to social housing regulatory requirements and maintain strong governance. Build strong relationships across the sector, staying connected to emerging trends and best practice in customer experience. Foster a positive team culture centred on empathy, ownership, accountability and service excellence. Support continuous improvement across repairs & maintenance operations, ensuring customer experience is at the heart of decision‑making.🌱 What We’re Looking ForWe’re seeking an enthusiastic, customer-first leader who brings:Essential Experience Strong background in social housing, responsive repairs, or planned maintenance customer service. Experience managing large in-house teams (ideally 30–50 people). Proven ability to lead multi-site customer service operations. Deep knowledge of social housing regulation, complaint handling and customer experience frameworks. Confidence working with multiple clients / local authorities / housing associations. Ability to analyse data, identify trends and drive improvement at scale.Personal Attributes Empathetic, proactive and confident in a customer-facing environment. Able to balance operational detail with strategic thinking. Resilient, solutions-focused and comfortable working at pace. Excellent stakeholder management and communication skills. A natural collaborator who motivates and inspires teams.✨ Why Join Wates Property Services? 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

Site Surveyor

Here at Wates, we have a opportunity for an experienced Site Surveyor to join our WPS Planned Maintenance team in the Wolverhampton area.You will be working with an experienced team and helping to deliver projects for one of our long standing social housing partners so ideally we are looking for someone with experience in this field. The role is split between the office and travelling to our clients sites so a driving license is a must.The focus of this role will be to produce the commercial outputs and effectively monitor/exercise cost control, as well as to liaise with client representative/s to ensure compliance with contractual service standards ensuring the company operates efficiently and profitably. Key Accountabilities will include: Producing Applications, Accounts & Invoices in the appropriate format in a timely manner To ensure all costs incurred in the delivery of the service are appropriately coded, recorded authorised and recovered To assist in the production of management information and performance reports (internal and external) monthly in approved formats To keep commercial WIP and debt to an absolute minimum and in line with targets set by management To ensure the timely production of valuations leading to invoice production within 9 calendar days of works completion To provide support and enhance communication between WPS and the client. We are looking for someone with financial and commercial awareness with a clear commitment to a customer-centres service. Ideally you will already be in a similar position and have experience within the social housing sector. To be successful in this role you will be an excellent written and verbal communicator with an understanding of legislation in maintenance and property management. 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

Contracts Manager

🚀 Contract Manager – Voids (North & East London)📍 Finsbury Park, London💼 Full-time ¦ Permanent💰 Competitive Salary + BenefitsWe’re looking for an exceptional Contract Manager to lead our Voids service across North East & North West London, delivering 40–50 void properties per month valued at approximately £8k each. If you’re a natural leader who thrives in a fast-paced environment and loves turning challenges into success stories — this is the role for you!✨ About the RoleAs our Contract Manager, you will:🔧 Oversee the full Voids programme from planning to completion📊 Ensure delivery meets KPIs, budget, quality & safety standards👷‍♂️ Lead and inspire a team of Supervisors, Operatives, Administrators & Supply Chain partners🤝 Build strong, collaborative client relationships📈 Drive performance, profitability and continuous improvementYou’ll be based at our Finsbury Park office, working at the heart of our North London operations.🔑 Key Responsibilities📍 Operational Leadership Deliver 40–50 voids per month across NE/NW London Programme and allocate resources efficiently Monitor performance, quality and turnaround times Resolve complaints swiftly and professionally👥 People & Team Management Line manage Supervisors, Schedulers, Administrators & Engineers Hold regular 1-2-1s, PDRs, team briefings & toolbox talks Build a positive, motivated and high-performing team culture💷 Commercial Management Full responsibility for contract budgets & profitability Support valuations, reporting and pricing activities Maintain strong commercial control and cost awareness🤝 Client & Stakeholder Engagement Attend client meetings and working groups Provide clear updates on KPIs, performance and improvement plans Identify opportunities for growth and added value🦺 Health, Safety, Environment & Quality Lead the SHEQ culture across the contract Ensure full compliance with policies, procedures and legislation Promote a “safety first” mindset at all times🌟 What We’re Looking For📚 Knowledge & Experience Strong background in Voids, Maintenance or Social Housing Commercially astute with excellent budget management skills Experience running multi-discipline teams & multiple workstreams Understanding of KPIs, SOR codes & Best Value principles🎓 Qualifications HNC (or equivalent) in Construction SMSTS / IOSH 3+ years in a leadership role💡 Skills & Behaviours Outstanding communicator 🗣️ Inspiring leader who gets the best from people 🌱 Highly organised with strong problem-solving skills 🔎 Customer-focused with a continuous improvement mindset 💬 Confident, assertive and proactive ⚡🌱 Why Join Us? A high-impact role with ownership and autonomy Supportive leadership and strong progression routes Career pathways to Operations Manager, Operations Director, Regional Director A team environment built on collaboration, respect and development📬 Ready to Lead the Future of Voids Delivery?If you’re passionate about delivering great homes, leading great people and achieving great results — we’d love to hear from you.👉 Apply today and help shape the service of tomorrow.Given the nature of this position, you will need to undergo a Standard 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

HR Advisor

✨ HR Advisor📍WPS – Finsbury Park We’re looking for a confident and experienced HR Advisor to join our WPS business based in Finsbury Park. This is a fantastic opportunity for someone who enjoys a mix of employee relations work, coaching managers, and supporting consistent HR practice across a fast‑paced, people‑focused environment. 🌟🌟 What You’ll Be DoingYou’ll play a key role in supporting our managers and teams through a wide range of HR activity, including:🔧 Developing and rolling out HR policies – supporting updates, communication briefs and training.🔄 Supporting HR projects including TUPE, restructures and wider change activity.🤝 Partnering with managers to embed strong, consistent HR practice.🎓 Coaching and upskilling managers and HR colleagues to confidently apply HR processes.🛡 Advising on complex ER cases including disciplinary, grievance, bullying & harassment, performance, absence, redundancy and redeployment.👩‍⚖️ Providing hearing support for disciplinary, grievance, capability and appeals.📚 Staying up to date with employment law and WPS policy requirements.⚖️ Working with external legal and occupational health partners to ensure full utilisation of services.📝 Preparing senior hire contracts and ensuring HR systems remain accurate and up-to-date.📊 Producing HR reports and maintaining ER case tracking.🔒 Maintaining strict confidentiality and data protection compliance.🚀 Owning your own professional development and staying current in HR best practice.💡 About YouYou’ll bring:📘 Strong, current knowledge of employment law and HR best practice🤝 Excellent communication and relationship‑building skills🧭 Confidence in advising managers at all levels🖊 Experience drafting outcome letters and supporting hearings🔄 A proactive, improvement‑focused mindset🔐 High integrity and discretion in handling sensitive information🔍 Pre‑Employment ChecksThis role requires a Basic DBS check at offer stage. Previous convictions will be reviewed individually — we do not discriminate based on criminal history. Some roles may be subject to additional pre‑employment checks depending on business requirements.If you’re ready to bring your HR expertise to a supportive and dynamic WPS team, we’d love to hear from you! Once you apply, a member of our Recruitment Team will be in touch to guide you through the next steps. 💬✨