Customer Service Manager

Customer Service Manager/ London / permanent/ up to 52,000

My client, a global and well recognised real estate business, are looking for a Customer Service Manager to join their London team covering multiple luxury developments. This role will play a crucial part in the delivery of the highest quality homes to customers, ensuring quality assurance is maintained throughout. As a Customer Service Manager, you should come with experience in property and have a solid understanding of managing customer expectations in regard to snagging and defects.

Role and Responsibilities:

• Support customers in their journey to moving into their new home regarding snagging and defects
• Arrange relevant contractors to complete snagging or replacement works
• Ensure all customer complaints are logged and actioned within the agreed time frame
• Identify any ongoing trends in defects and work with the relevant teams to prevent these moving forward
• Carry out pre completion checks and ensure properties meet standards
• Remain in constant communication with all contracting teams
• Attend property handovers and assist with property questions
• Remain in touch with property owners during their warranty period
• Work with relevant housing associations regarding social housing properties
• Keep up to date with reports and maintain systems
• Communicate with all parties in a face-to-face environment and also over email and phone

Essential Skills:

• Previous Experience in a Customer Service Manager/ Property Manager role within the property or real estate industry
• Defect management experience is desirable
• You should be comfortable and confident in dealing with customers face to face and over the phone
• Able to build strong relationships with contractors and third parties
• Confident with CRM systems and reporting
• Knowledge of Health and Safety Standards within the building industry would be good to have

Package:

• 42,000 - 52,000 base salary DOE
• Car allowance of up to 4,500
• Quarterly bonuses totally up to 8,000 annually depending on performance
• Excellent benefits including healthcare and flexi hours

Customer Service Manager/ London / permanent/ up to 52,000