Customer Service Manager

Are you driven by the pursuit of delivering unparalleled customer service, both individually and as part of a team?

Are you a dynamic and meticulous professional with a background in property maintenance management?
Do you excel in high-pressure environments, showcasing exceptional organizational prowess? If your answer is yes to these questions, we have an outstanding opportunity tailored for you! We are currently in search of a committed Customer Service Manager to become an integral part of our team.

We are looking for someone who possesses:

Demonstrated expertise as a Service Manager within the reactive property maintenance sector (minimum 2 years), a prerequisite for this role.
Exceptional customer service acumen honed in a results-driven environment. Natural leadership qualities coupled with a fervent drive to ensure outstanding service delivery, both individually and through team efforts.
Proficiency in developing and executing tailored customer service training programs, both one-on-one and team-based. Proven capability to cultivate and nurture robust relationships with customers and clients. Aptitude for swiftly identifying and resolving customer service issues as they arise.
Outstanding communication skills, both verbal and written, along with strong interpersonal capabilities.
Solid organizational skills and adeptness in managing multiple tasks concurrently.
Comprehensive understanding of property management and maintenance best practices. Familiarity with property compliance standards, including Gas, mechanical, and electrical regulations.
Self-motivation and a proactive approach, demonstrating the ability and enthusiasm to work independently and take initiative.

Key Responsibilities:

Spearheading service delivery within our reactive maintenance team, overseeing a diverse portfolio of upscale residential and commercial properties in central London.
Driving and meticulously monitoring customer and client Service Level Agreements (SLAs) to uphold exceptional standards. Facilitating seamless communication among our engineers, customers, and clients to ensure the delivery of top-tier property services.
Swiftly and efficiently resolving customer-related issues, prioritizing client satisfaction above all else. Proactively soliciting regular customer and client feedback to inform team initiatives aimed at enhancing service levels and Net Promoter Score (NPS).
Ensuring the team maintains effective communication channels with clients, providing timely updates on the status of maintenance requests.
Collaborating closely with the team to optimize our operational processes, ensuring they are customer-centric while remaining commercially viable.