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Customer Service Manager
Title: Customer Service Manager
Category: Customer Support / Client Care
Job type: Permanent
Job status: Full Time
Salary: £40,000.00
Salary per: annum
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Job Title: Customer Service Manager - Residential Division

Location: Central London, W1

Reporting to: Head of Operations

Company Profile:

Our client is without a doubt one of the most attractive property consultancy's in the world. Their services encompass a full range of property services including agency and professional advice across Commercial, Residential and Rural sectors.

Job Summary:

* Responsible for overseeing customer satisfaction across the whole of the lettings division by addressing concerns from both landlords and tenants and collating positive responses received.

* You will be responsible for addressing and responding to client concerns and collating their thoughts on both positive and negative elements of the service provided by the sub-division. Additionally, providing timely, comprehensive management information on complaints and surveys.


Landlord and Tenants:

* Sending acknowledgements to clients who have expressed a concern over service

* Sending Complaints Process where applicable

* Thoroughly investigate any concerns raised that have not been resolved by the offices or department with one attempt at written resolution

* Manage complaints sent directly to Head of Lettings or Head of Operations

* Discussing by phone or meeting with clients where there concerns cannot be easily resolved

* Drafting resolution letters and where necessary, agreeing appropriate compensatory terms

* Maintaining a log of any complaints, cause of complaint, compensation paid and when closed

* Report at agreed frequency to the Head of Operations

* Prepare statistics for the Lettings Board


* Working closely with Lettings Managers to assist with first stage responses to client concerns

* Providing feedback to Lettings Managers on outcome of any complaints concerning their teams

* Working with Regional Partners and Department Heads on any complaints that have arisen from breach of processes within their regions of departments

* Working with Training Manager to give feedback on matters that arise where it is felt that further training may be needed with individuals, teams or the whole division.

* Analysing Customer Feedback and internal Audit results from across the division and ensuring and training and processes are reviewed in response

* Working on various Operational Projects in response to business needs or legislation changes

* Delivering training as required

Experience and Skills Profile:

Career Experience Required:

* At least two years' experience in a similar role or in Senior Lettings role

* Three years lettings experience

* Knowledge of property markets

* Experience of client management

* ARLA qualified preferable

Particular Aptitudes/Skills Required:

* The ideal candidate will be able to work well within a team and on their own.

* Excellent literacy skills

* The ability to communicate with landlords and tenants in a confident manner

* Excellent attention to detail

* To keep up-to-date with legislation and industry changes

* Ability to work within deadlines

If you feel this position is suitable for you then apply now to be considered for the role.

Dove & Hawk Property Recruitment acts as an employment agency for permanent recruitment and employment business for the supply of permanent workers. By applying for this job you accept the T&C's and Privacy Policy which can be found at .uk
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