Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a dynamic Customer Service team in the Social Housing sector.
- Company: Join a reputable contractor focused on social impact and community support.
- Benefits: Enjoy competitive salary, 25 days holiday, and enhanced wellbeing support.
- Other info: Great opportunities for career growth in a fast-paced environment.
- Why this job: Make a real difference in residents' lives while advancing your career.
- Qualifications: Experience in customer service management and strong leadership skills.
Based near Surbiton, this full-time, permanent position offers a salary of £40,000 - £48,000 DOE. We are currently working in partnership with a leading contractor within the Social Housing sector to recruit an experienced and customer-focused Customer Service Manager to join their growing team located near Surbiton.
This is an excellent opportunity for an experienced service delivery professional to lead a busy Customer Service function within a fast-paced repairs and maintenance environment. The successful candidate will play a key role in driving customer satisfaction, operational efficiency, and service excellence across responsive repairs and maintenance services.
As the Customer Service Manager, you will oversee the day-to-day management of the Customer Service Centre, ensuring residents receive a high-quality and responsive service across multiple communication channels. You will also support planning and scheduling functions to ensure repairs and maintenance services are effectively coordinated and delivered in line with service standards and KPIs.
This role would suit somebody with strong leadership experience within Social Housing, Facilities Management, or a similar service-led environment.
Key Responsibilities:- Lead, motivate, and develop the Customer Service Team to deliver exceptional customer service
- Oversee customer contact operations, ensuring enquiries, service requests, and complaints are resolved efficiently
- Support repairs scheduling, workforce planning, and logistical coordination across responsive maintenance services
- Monitor operational performance, customer satisfaction, and service delivery metrics
- Act as an escalation point for complex customer issues and complaint resolution
- Work collaboratively with operational teams, planners, contractors, and stakeholders to ensure seamless service delivery
- Drive continuous improvement initiatives, implementing new processes and systems where required
- Produce regular operational and performance reports for senior management
- Previous experience managing a customer service or contact centre function within Social Housing, Repairs & Maintenance, or Facilities Management
- Experience overseeing planning, scheduling, or resource coordination for a mobile workforce
- Strong understanding of repairs and maintenance service delivery
- Proven leadership and people management experience
- Experience using CRM systems, scheduling platforms, and repairs management software
- Excellent communication, organisational, and problem-solving skills
- Ability to analyse performance data and implement service improvements
- Strong stakeholder management and relationship-building skills
- Excellent career progression and development opportunities
- Competitive salary and benefits package
- 25 days holiday plus bank holidays
- Enhanced company benefits and wellbeing support
- Opportunity to join a growing and forward-thinking organisation within the Social Housing sector
This is an excellent opportunity for somebody looking to further their career with a highly reputable and expanding contractor delivering essential services within Social Housing.
Customer Service Manager in Surbiton employer: Howells Solutions Limited
Contact Detail:
Howells Solutions Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager in Surbiton
✨Tip Number 1
Network like a pro! Reach out to your connections in the social housing sector and let them know you're on the hunt for a Customer Service Manager role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their approach to customer service and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Showcase your leadership skills during interviews. Be ready to share specific examples of how you've motivated teams and improved customer satisfaction in previous roles. This is your chance to shine and demonstrate that you’re the right fit for leading their Customer Service Centre.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Customer Service Manager in Surbiton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Service Manager role. Highlight your experience in social housing and customer service, and don’t forget to showcase any leadership roles you've had. We want to see how you can bring your unique skills to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer service in the social housing sector. Share specific examples of how you've driven customer satisfaction and operational efficiency in your previous roles.
Showcase Your Achievements: When filling out your application, be sure to include quantifiable achievements. Did you improve customer satisfaction scores or streamline a process? We love numbers that tell a story, so let us know how you made a difference!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of success. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at Howells Solutions Limited
✨Know Your Stuff
Make sure you brush up on your knowledge of the social housing sector, especially around repairs and maintenance. Familiarise yourself with common challenges in customer service within this field, as well as any relevant legislation or best practices.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience. Think about times when you've motivated a team or resolved conflicts. Be ready to discuss how you can lead the Customer Service Team to deliver exceptional service.
✨Demonstrate Problem-Solving Abilities
Be prepared to tackle hypothetical scenarios during the interview. They might ask how you'd handle a complex customer issue or improve service delivery metrics. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Engage with Stakeholders
Since collaboration is key in this role, think of ways you've successfully worked with different teams or stakeholders in the past. Be ready to discuss how you would build relationships with operational teams, planners, and contractors to ensure seamless service delivery.