Position: Customer Service Manager

Location: Westminster

Employment Type: Full-Time

Our client is a leading property consultancy that excels in providing innovative, white-labelled services for residential property developers.  

Our client combines advanced technology with face-to-face interactions to manage the entire customer journey, ensuring exceptional service and satisfaction at every step.

They are seeking a highly skilled Customer Services Manager to be based on one of their residential new build projects in Westminster.

 As the Customer Services Manager, you will be the direct liaison between the client, contractor and customer (home buyer/investor).

Key Responsibilities:

• • Effectively mediate disputes between contractors, employees, and customers.
  • Facilitate constructive resolutions and negotiate mutually beneficial solutions to enhance customer satisfaction.
  • Strengthen client relationships through shared learnings and implementing effective action plans.
  • Deliver comprehensive reports to the Head of Customer Experience, highlighting the root causes of complaints.
  • Conduct thorough investigations and align resolutions with Service Level Agreements (SLAs).
  • Analyse performance metrics, including customer satisfaction scores against KPIs, and address concerns through detailed reports and trend analysis.
  • Conduct thorough investigations by gathering relevant evidence and partnering with stakeholders to respond to complaints and prevent escalation.
  • Revamp customer service protocols for enhanced offerings and clearer communication.
  • Simplify spreadsheet templates to improve customer understanding of snags.

What’s On Offer:

• Opportunity to work with a forward-thinking company that values innovation and personal interaction.
• Professional development and career advancement opportunities.
• A collaborative and supportive work environment.
• Competitive salary and package.

Requirements:

• Proven experience in property consultancy or a related field.
• Strong analytical and reporting capabilities.
• Ability to handle complaints and resolve issues efficiently.

This is an exciting opportunity to join an established company that is revolutionizing the property consultancy industry.

For more information please apply within!