Customer Service Manager

Full Job Description

Customer Service Manager
 
Are you passionate about self and team delivery of exceptional customer service?
Are you a dynamic and detail-oriented individual with experience in managing property maintenance?  
Do you thrive in a fast-paced environment and possess excellent organisational skills?
If so, we have the perfect opportunity for you!
Bouncing Back Recruitment are seeking a dedicated Customer Service Manager to join their team.  
You should have:

• Proven experience as a Service Manager in the reactive property maintenance industry – (minimum 2 years). This is essential.
• Excellent customer service skills in a target driven environment.
• A natural leader with the energy and drive to deliver exceptional service to all of our customers and clients by self and team delivery.
• The aptitude to design and deliver one-to-one and team, on the job, customer service training.
• Build and maintain strong relationships with customers and clients.
• An ability to recognise and resolve customer service issues promptly.
• Excellent communication and interpersonal skills.
• Strong organisational and multitasking abilities.
• Knowledge of property management and maintenance best practices.
• Property compliance knowledge (Gas, mechanical and electrical)
• Self-motivation with the ability, and desire, to work on your own initiative.

Key Responsibilities:

• Leading the service delivery within our reactive maintenance team overseeing a diverse portfolio of high-end residential and commercial properties in central London.
• Driving and monitoring customer and client SLA’s.
• Liaising with our engineers, customers, and clients to ensure the delivery of exceptional property services.
• Resolving customer related issues promptly and efficiently.
• Gaining regular customer and client feedback to feed into the team to drive our service level and Net Promotor Score (NPS).
• Ensuring the team provide effective communication with clients, providing regular updates on the status of maintenance requests.
• Collaborating with the team to ensure that our working process’ are both customer friendly whilst being commercially viable.

Company Offers:

• £40-45K per annum.
• Pension scheme after qualifying period.
• 25 days holiday per year plus bank holidays