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Support Services Operations Manager

Support Services Director / Operations ManagerLocation: Manchester (preferred)About the RoleWPS is looking for an experienced Support Services Director / Operations Manager to lead and evolve our business support functions across our Facilities Management (FM) division.This senior leadership role ensures the smooth, compliant and high‑performing delivery of customer service, statutory compliance, business systems and service-to-cash processes across the operation.You will be a key figure within the Senior Operations Team, driving operational excellence, enabling exceptional customer experience and supporting business growth.Key ResponsibilitiesCustomer Experience & Team Leadership Lead and develop the Customer Services team, ensuring delivery against contractual KPIs. Manage communication standards for internal and external customers. Foster a high‑performing, collaborative, customer‑focused culture.Systems, Compliance & Business Processes Manage and maintain statutory compliance processes across ACT, working closely with the ACT team. Act as the primary link between Wates FM and IT for Concept and ACT systems. Oversee contract support teams to ensure adherence to the Operating Framework. Drive key outputs from Project Anchor. Own and continuously improve service‑to‑cash processes and supporting business systems.SHEQ & Governance Oversee all SHEQ‑related administration, ensuring compliance with safety, quality, environmental and security requirements. Ensure timely close‑out of ACT actions and effective communication across teams.Communication & Stakeholder Engagement Provide clear, consistent updates to SLT on performance, risks and opportunities. Support bids, tenders and client presentations where required. Develop reporting processes that enhance service delivery and profitability.What We’re Looking ForKnowledge & Experience Strong FM background with proven experience in business systems, processes and operational delivery. Experience in a similar senior operations or support services role. Good understanding of statutory compliance and Health & Safety processes. Deep knowledge of service‑to‑cash processes and KPI management. Familiarity with Concept and ACT systems (highly desirable).Qualifications Degree-level qualification or equivalent experience. IWFM membership desirable but not essential.Skills Excellent organisational skills and attention to detail. Ability to interpret complex data and develop meaningful insights. Strong relationship builder and communicator at all levels. Confident presenter with strong negotiation and influencing skills. Highly IT‑literate with strong understanding of business applications. A strong starter‑finisher with a drive for continuous improvement.Behaviours A credible, inspiring leader focused on delivering value. Honest, reliable and committed to operational excellence. Proactively identifies risks, opportunities and process improvements. Collaborative mindset and proactive partner to bidding and wider teams.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

Joiner/Multitrade

We have a great opportunity for a Joiner / Multi – trade Operative to join our WPS team in Barnsley, delivering high‑quality repairs and maintenance services to our social housing clients.This role is ideal for someone experienced in joinery who is confident working across a range of responsive maintenance tasks, ensuring first‑time fixes and excellent customer service on every visit.🔧 What You’ll Be Doing Carrying out a variety of responsive repair and renewal works across social housing properties. Delivering a high standard of workmanship, aiming for first-time fix wherever possible. Working across multiple trades as required, identifying when additional trade support is needed. Completing job sheets and recording materials used via PDA or job management systems. Working collaboratively with supervisors, operatives and client representatives. Upholding Wates Health & Safety Standards and safeguarding responsibilities at all times. 📌 Requirements Minimum NVQ Level 2 in Joinery/Carpentry (essential). Full UK driving licence (essential). Experience delivering responsive social housing maintenance. Strong multitrade ability (e.g., basic plumbing, patch plastering, tiling) is highly desirable. Ability to problem‑solve, work independently, and communicate well with tenants and colleagues. A commitment to delivering a positive customer experience.✨ What We’re Looking For A skilled joiner with multitrade capability and a proactive approach. Someone who takes pride in their work and ensures repairs are completed safely and to a high standard. A team player who can work efficiently and adapt to the varied nature of responsive work.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

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

Resident Liaison Officer

12 months Fixed Term ContractWPS are recruiting for an experienced Resident Liaison Officer (RLO) to support planned refurbishment works for a social housing partner across the North West Leicester area. This role is essential in ensuring residents feel informed, supported, and safe throughout the improvement programme.🏘️ Scope of WorksYou’ll be supporting residents through a range of planned upgrade programmes, including: Kitchens Bathrooms Roofing Other internal and external refurbishment works typical within social housing planned maintenance🔑 Key Responsibilities Act as the primary point of contact for residents, ensuring clear and timely communication about planned works. Issue notices, access letters, appointments and general updates. Build strong relationships with residents, addressing queries, concerns and access issues professionally. Support site teams to ensure smooth delivery of works with minimal disruption to tenants. Attend and help organise resident meetings, community engagement sessions, and progress reviews. Maintain accurate records, resident feedback logs and project-related documentation. Manage complaints and escalations in a fair, sensitive and solution‑focused manner.📌 Requirements Previous experience as a Resident Liaison Officer (essential). Strong customer service, communication and organisational skills. Ability to work with residents from diverse backgrounds, including those who may require additional support. Confident handling sensitive conversations and resolving issues calmly. Full UK driving licence required due to travel around the North West Leicester area.🌟 Ideal Candidate Empathetic, approachable and patient. Highly organised with strong attention to detail. Able to work independently while supporting a wider operational team. Comfortable working in occupied homes and responding to resident needs throughout the refurbishment process.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