66 Customer Service Manager jobs in Croydon

We have a fantastic opportunity for a Customer Service Manager to join our team within Vistry South London, based at our Stratford office with travel to our various sites across the region. As our Customer Service Manager, you will provide day to day management and support to the Customer Service office and technician teams to provide an exceptional, consistent level of customer service to all Partnerships and open market sales customers and assist the business in maintaining high NHBC customer satisfaction and Partner satisfaction scores.

We value in-person collaboration and team culture, but we’re also committed to supporting flexible working where possible. We encourage you to raise any specific requirements during the interview process so we can explore how this could be accommodated.

• Competitive basic salary and annual bonus
• Company car, car allowance or travel allowance
• Salary sacrifice car scheme available to all employees
• Up to 33 days annual leave plus bank holidays increasing to up to 39 days with service
• 2 Volunteering days per annum
• Private medical insurance, with employee paid cover
• Enhanced maternity, paternity and adoption leave 
• Competitive pension scheme through salary sacrifice
• Life assurance at 4 x your annual salary
• Share save and share incentive schemes
• Employee rewards portal with many more benefits…

• Behave in line with our company values – Integrity, Caring and Quality
• Complex customer complaint resolution
• Working with multiple teams within established processes and procedures
• Accurate and consistent approach in maintaining records
• Delivering customer service excellence and best practice within a fast paced and challenging environment
• Good working knowledge of Excel, Microsoft Word, and Outlook
• Highly developed analytical, oral, and written communication skills
• Able to engage and build positive working relationships with our supply chain, partners, and stakeholders to manage customer journey
• Proactive approach, with attention to detail and the ability to work independently and make key decisions
• Ability to build and maintain positive customer relationships
• Excellent time management, planning and prioritisation skills
• Full Driving license with a willingness to travel

Desirable…

• A background in construction / housebuilding
• Practical knowledge of NHBC, LABC & Premier Guarantee guidelines useful but not essential
• Awareness of contract terms, conditions, and house type specifications

• Day to day management of the Customer Service Coordination team and Technicians to ensure all customers and partners receive a consistent level of service.
• Ensure team performance and output is monitored and managed, and ensure workload is allocated and managed appropriately.
• Review all open cases and jobs with each coordinator, discuss any past SLA cases and ensure coordinator is equipped to ensure the service delivery can be maintained. Priority of closing out any identified Long Lead’s or those that fall into the overdue categories.
• Lead the Customer Services Co-Ordinator’s teams to ensure that driving contractor and technician appointments within SLA periods.
• Ensure Vistry’s Health & Safety processes are followed to ensure safe working in customers homes.
• Review and sign of Risk Assessments and Method Statements relating to works and co-ordinate with the Group SHE representative for the Region where considered to be greater that low risk matters.
• Distribute Subcontractor reports and highlight any non-performance or poor delivery issues.
• Review & Manage performance of sub-contractors to ensure that they are compliant with SLA periods.
• Carry out Functionality & Finesse Inspections to all tenures and monitor the completion with build teams and signing of plots on completion all in line with Business Unit processes and that of Life of Site.
• Highlight and report any common and repeat issues and poor performing sub-contractors, and play an active role in discussing any positive interventions to allow the Contractor or supplier to review their service to Vistry.
• Liaise with and lead on discussions with other departments to assist in meeting service level agreements to customers and partners.
• Oversee all Step 1 complaints /escalations and seek direction where required to close out any customers concerns. Including Social Media notifications.
• Review and oversee all job quotes with the Customer Service Director and manage invoice payment process through a review of all submissions with the Coordinators.
• Ensure the contra charge notification process is followed and confirmations are correctly executed through Keys.
• Report all submissions to Commercial team.
• In conjunction with the Build, Sales and wider Customer Service team, continuously review the customer journey to promote a positive return on the 8-week satisfaction survey.
• Complete a review prior to customers entering their 9-month survey window, to ensure that we are achieving leading customer service standards and performance measures in order to achieve our HBF target.
• Co-ordinate and assist Customer Services team to ensure positive survey results from Partner Satisfaction Surveys.
• Attend escalated complaints to ensure that an amicable solution is reached where required.
• Managing the inspection process for End of Defects inspections and proactively closing these out and signing off with our Partner agreed timescales and the recovery of retentions.

We build more than homes, we’re making Vistry. Being a responsible developer and award-winning employer means we live each day through our ethos - doing the right thing. Our behaviours reflect this, as well as our values of integrity, caring and quality. Shaping all we do; they empower us to develop sustainable communities across affordable and private housing. We work in a partnership-led way, and you’ll recognise our renowned brands Bovis Homes, Linden Homes and Countryside Homes. Together with Vistry Works, our manufacturing operation, and the functional support of Vistry Services, we’re a proud UK Green Building Council member, UK top five housebuilder with a five-star House Builders Federation (HBF) customer satisfaction rating, and winner of many awards including Top Employer, Global Top Inspiring Workplaces, and Best for Talent Attraction and Outreach. 

Join us in making Vistry.  

#LI-HA1

• Lead, manage, and motivate the customer service team to achieve high performance.
• Develop and implement customer service strategies to enhance satisfaction and loyalty.
• Monitor and analyse customer service KPIs and SLAs, reporting on performance.
• Handle escalated customer inquiries and complex issues, ensuring timely resolution.
• Train, coach, and mentor customer service representatives.
• Develop and refine customer service policies, procedures, and training materials.
• Collaborate with cross-functional teams to improve the overall customer experience.
• Utilise CRM and helpdesk software to manage customer interactions and track issues.
• Gather and interpret customer feedback to drive service improvements.
• Ensure a consistent and positive brand experience for all customers.

• Proven experience in a senior customer service or call centre management role.
• Demonstrated success in leading and developing customer service teams.
• Strong understanding of customer service principles, techniques, and metrics.
• Proficiency with CRM systems (e.g., Salesforce, Zendesk) and helpdesk software.
• Excellent communication, interpersonal, and conflict resolution skills.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.
• Experience in developing and delivering customer service training.
• A customer-centric mindset with a passion for delivering exceptional service.

• Manage and lead a team of customer service professionals.
• Develop and implement strategies to enhance customer satisfaction and loyalty.
• Set performance standards and monitor key customer service metrics.
• Provide coaching, training, and development to customer service staff.
• Analyse customer feedback and identify areas for improvement.
• Streamline customer support processes and workflows.
• Resolve complex customer issues and escalations.
• Collaborate with other departments to ensure a seamless customer experience.
• Manage the customer service budget and resources.
• Stay abreast of industry best practices and emerging customer service technologies.

• Bachelor's degree in Business Administration, Marketing, or a related field.
• Minimum of 5 years of experience in customer service management, with at least 2 years in a senior leadership role.
• Proven ability to manage and motivate large customer service teams.
• Strong understanding of customer service principles and best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience with CRM systems and customer support software.
• Proficiency in data analysis and reporting.
• Demonstrated ability to drive customer satisfaction and retention.
• Strategic thinking and operational planning skills.

• Lead, coach, and develop a remote-based customer service team to achieve outstanding service levels.
• Define, implement, and monitor key performance indicators (KPIs) for customer service operations (e.g., response times, resolution rates, customer satisfaction scores).
• Develop and refine customer service policies, procedures, and best practices to enhance efficiency and effectiveness.
• Manage customer escalations and ensure timely and satisfactory resolution of complex issues.
• Collaborate with product, sales, and engineering teams to provide customer feedback and drive product improvements.
• Oversee the effective utilization of CRM and customer support platforms.
• Develop and deliver training programs for customer service representatives on product knowledge, service standards, and support tools.
• Analyze customer service data to identify trends, insights, and opportunities for proactive customer engagement and retention.
• Foster a customer-centric culture within the support team and across the organization.
• Manage departmental budgets and resource allocation effectively.

• Bachelor's degree in Business Administration, Communications, or a related field.
• A minimum of 7 years of progressive experience in customer service, with at least 3 years in a management or supervisory role.
• Demonstrated experience managing remote customer service teams.
• In-depth knowledge of customer relationship management (CRM) software and helpdesk ticketing systems.
• Proven ability to develop and implement effective customer service strategies and processes.
• Excellent leadership, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities, with a data-driven approach.
• Experience in managing customer escalations and service recovery.
• Ability to work independently and manage multiple priorities in a remote setting.
• A passion for delivering exceptional customer experiences and building customer loyalty.

About us

The Fidelis Partnership is a leading specialty, bespoke and (re)insurance business. We have built our name on a 40-year track record of outperformance, and we continue to beat the market in our underwriting and returns. More information on The Fidelis Partnership can be found at

The Company currently writes lines of business including; specialty insurance: aviation & aerospace, energy, marine, property, terror & political violence, contingency and other specialty lines; reinsurance: property reinsurance, property retrocession, specialty reinsurance, whole account/multi-class and bespoke.

Role Overview

The Global Reception and Customer service manager (GRCSM) will take responsibility for setting the standard and managing reception services, meeting room management, hospitality services, visitor management and internal events.

The GRCSM will develop a training plan and SOPs for the reception team to embed a Group wide standard for all The Fidelis Partnership and Pine Walk Capital Ltd receptions, sharing best practice across all locations.

The GRCSM will take ownership of the contracts associated with the provision of food, drinks, and hospitality services to ensure high quality products combined with the best value for money for all purchases managed by Facilities.

Role Responsibilities

Team Management

• Build a professional reception team who collaborate and share best practice across all locations.
• Perform regular appraisal meetings and set structured achievable goals to promote personal development and motivate team members to take ownership of their own development.
• Develop a training plan to enhance the skill base across the team, standardise knowledge and understanding of reception services to continuously improve the quality of work.
• Recruit team members to build a stable and committed team of professional receptionists.
• Monitor and manage supply partners and permanent employee relationships to build a one team ethos.

Health, Safety, Security and Environmental Management (HSSE)

• Ensure all reception tasks are performed in a safe and controlled manner to prevent accidents or ill health including workstation assessments for each team member.
• Ensure all contractors, suppliers and associated services are registered on the relevant company security system and maintain records for future H&S management reporting.
• Using the companies preferred H&S monitoring tool, maintain reception related compliance documentation for The Fidelis Partnership, Pine Walk Capital Ltd and associated companies in line with agreed KPI’s.
• Ensure all team members are trained in the relevant building H&S procedures and that each team member understands the role they play in incident management.
• Act as the Chief Fire Warden for evacuations in the 22 Bishopsgate in the absence of the Facilities management team.
• Champion the continuous commitment to The Fidelis Partnership Environmental policy by embracing green initiatives, monitoring waste, improving recycling, and procuring sustainable products and services where possible.
• Maintain the security of the premises by ensuring all relevant team members abide by the security processes in place for each building.

Front of House

• Manage the compilation of Standard Operating Procedures (SOP) for each task performed by the reception team across all locations with dedicated receptionists. Audit and test each SOP to ensure the process and guidance is clear and robust. Review SOPs on an annual basis or following any significant change.
• Ensure the reception is continually manned during office opening hours and all staff dedicated to reception are trained and perform their duties in line with Fidelis service expectations.
• Visitor Management – Ensure the FOH team are fully competent with the security arrangements and guest registration process for each UK location.
• Guest Experience – Ensure all guests are greeted on arrival in a professional welcoming manner. Monitor performance across the team to ensure guest experience is always equivalent if not better than a 5* hotel experience. Act on any failure in delivery with a focus on learning from mistakes and continual improvement.
• Meeting Room Management – A Daily check of all meeting rooms to be completed at start of the day to ensure all rooms have a clean and comfortable environment, have the relevant stationery and working AV equipment. Ensure the reception team are aware of all meetings booked daily, awareness of host details, catering requirements, the names and expected arrival time of any guests in advance.
• Mail Services – Ensure the team are managing the incoming mail and courier deliveries in a secure and efficient manner. Recipients to be notified of the delivery on the day of arrival and if not collected, the items must be kept securely locked away.
• Wellness Scheduling – Maintain an oversight of the Wellness room bookings and schedules to maximise the use of the services and ensuring therapists and equipment are facilitated efficiently. Monitor attendance data to enable management reporting on utilisation.
• Share best practice across all locations to embed the culture of high-quality service standards in all Fidelis and associated offices.
• Provide Data and MI for reporting purposes relating to reception services and tasks.

Event Management

• Produce and promote a calendar of internal staff events to encourage interaction across departments in 22 Bishopsgate.
• Manage the arrangements and execution of internal and external events at 22 Bishopsgate and the Forum in Lime Street to provide 5* service in a safe and controlled environment whilst exceeding customer expectations.
• Collaborate with the wider teams (e.g cleaning, audio/visual, catering) and external catering)
• Set up weekly event schedule and plans
• Being an ambassador for the firm on event best practices and a point of contact for consulting on event processes and general guidance.
• Set up and clear rooms, including F&B service delivery, move furniture and equipment as required in accordance with H&S and manual handling requirements.

Supplier Management

• Have a full understanding of the supplier contracts related to reception services, monitor deliverables, including budgets, KPI’s, SLA’s and compliance.
• Ensure regular review meetings are held with the reception suppliers to encourage a partnership approach to services with the goal of providing Fidelis with best-in-class office service across all locations.
• Oversee the schedule for cleaning, ensuring the highest standard of cleanliness is maintained throughout all areas.
• Manage reception costs to develop a clear budgeted approach for future expenses and maintain records for evidencing spend.

Skills & Experience

• Strong team leader with a focus on exceptional customer service and can-do attitude.
• Strong communication skills with the ability to interact with services staff and executives with the same professional confidence, building relationships at every level of the organisation.
• Experience in managing events (including F&B services)
• Ability to analyse a situation calmly, decide on the solution and act quickly to maintain services with minimal impact on the business.
• A natural problem solver that takes ownership of a situation and follows the solution through to conclusion.
• Very organised and proactive, with high attention to detail and excellent work ethic
• Good understanding of the Microsoft Suite (particularly Word, Outlook, Excel) and the desire to learn new systems.
• Understand basic Health, Safety and Compliance in an office environment and a willingness to continue learning and implementing best practice in the workplace.
• Adaptable and flexible in approach to work, tasks, and ad hoc requests.
• Able to work well independently and maintain a positive outlook when under pressure.

The Fidelis Partnership Ethos

Our culture is defined by our ethos. It is the foundation of who we are and the core of everything we do.

• Results – We want to be the best at the things we care about, so we focus on profitability over volume, with responsive decision-making and clear prioritised accountability.
• Innovate – We aspire to lead the market in providing the services and products our clients need, and to drive change in the broader impact our industry has on human rights, society, and environmental sustainability.
• Include – We create an environment where employees can bring their whole self to work, with open communication where everyone, irrespective of gender, ethnicity, sexual orientation or background, feels able to contribute ideas and be recognised and rewarded for their contribution
• Unite – We operate as team of individual talents that actively seeks to reflect the diversity of the societies in which we operate, giving our business the widest range of inputs and perspectives.
• Respond – We work in a business exposed to sudden shocks and changes – elemental, political, economic and human – so we remain nimble and ready for change.

Diversity, Equality & Inclusion

Our vision is for a workplace culture where differences are valued and where diversity of background, experience and thought are welcomed. We want to create an environment where all employees, regardless of who they are, are given equal opportunities for career progression and enjoy fair reward from their and The Fidelis Partnership successes. This will be driven by a workforce that embraces Diversity and Inclusion at every level, in every department across The Fidelis Partnership.

My leading technology client are looking for a talented and motivated Customer Service Manager to support their rapid growth into strategically important new markets. You'll work with outsourced service providers, continuously enhance their customer service platforms and deliver a digital service model across their European operations.

You'll align and evolve their customer service strategy, while using data to provide valuable recommendations to senior management.

This is a newly created role in a fast growing business. The team are high performing and very supportive. A brilliant opportunity!

The following skills / experience is essential:

• Strong Customer Service background
• Previously managed or overseen a Contact Centre
• Experience working with outsourced vendors
• Analytical skills (Excel)
• Tableau, Power BI or similar tool
• Degree educated
• Excellent communication skills

Salary: Excellent + bonus + package

Location: London (good work from home options available)

If you are interested in this Customer Service Manager position and meet the above requirements please apply immediately.

Potensis is proud to present an excellent opportunity to join a prestigious Residential Developer who have developed an excellent reputation for delivering high quality, design led developments across London and the South East.

This has been coupled with a commitment to ensuring that all customers receive the highest possible levels of customer service when purchasing a new property.

In order to ensure that this is maintained, they are looking to add an experienced Senior Customer Service Manager to join a growing region on a fixed term contract.

Responsibilities will include:

• Helping to develop an existing team which will grow in line with the expansion of the region

• Deal with any escalated issues that cannot be resolved by junior staff members

• Train and guide staff to ensure that excellent customer service is provided at all times

• With the use of specialist teams, help to diagnose issues and ensure that appropriate steps are taken to resolve them to the satisfaction of client and company

• Respond to customers enquiries in a professional manner.

• Ensure that all customers receive timely updates on the resolution of issues and all communication is logged effectively.

Excellent written and verbal communication skills are essential and candidates should have a demonstrable desire to deliver outstanding levels of customer service.

This is a fast paced role and would suit someone who is organised and has a clear approach to problem solving.

Experience of working within the property industry in a customer services or customer relations is preferred, though consideration would be given to anyone who gained experience in a transferable sector.

For further information, please apply today.

My leading technology client are looking for a talented and motivated Customer Service Manager to support their rapid growth into strategically important new markets. You'll work with outsourced service providers, continuously enhance their customer service platforms and deliver a digital service model across their European operations.

You'll align and evolve their customer service strategy, while using data to provide valuable recommendations to senior management.

This is a newly created role in a fast growing business. The team are high performing and very supportive. A brilliant opportunity!

The following skills / experience is essential:

• Strong Customer Service background
• Previously managed or overseen a Contact Centre
• Experience working with outsourced vendors
• Analytical skills (Excel)
• Tableau, Power BI or similar tool
• Degree educated
• Excellent communication skills

Salary: Excellent + bonus + package

Location: London (good work from home options available)

If you are interested in this Customer Service Manager position and meet the above requirements please apply immediately.