Customer Service ManagerLocation: Kingston Upon Thames / Office BasedSalary: £40,000Hours: Full time, 8am to 5pm, Monday to FridayWe are recruiting for a customer service manager to join a leading provider of social housing planned maintenance and refurbishment services. As the Customer Service Manager, you will be responsible for leading and developing the customer service function to ensure residents receive a consistently high level of service throughout the lifecycle of planned maintenance and refurbishment works. You ll act as a key liaison between residents, site teams, and internal departments, ensuring that all customer interactions are managed with care, professionalism, and efficiency. Key Responsibilities: Lead and manage the customer service team, ensuring service excellence across all resident touchpoints. Oversee and resolve resident complaints and queries in a timely and empathetic manner. Develop and implement customer engagement strategies to support effective communication before, during, and after works. Collaborate with project and site teams to ensure works are completed with minimal disruption to residents. Monitor customer satisfaction metrics (e.g., surveys, feedback forms) and drive continuous improvements based on data and trends. Ensure compliance with regulatory requirements and industry best practices, particularly in relation to vulnerable residents. Develop training programs for staff on customer service standards and communication. Represent t