Customer Experience Manager

Add Property; Greater London; On-site; GBP 50,000 - 55,000; Full time

Benefits offered by this job

Performance bonus up to £10,000

25 days annual leave

Sabbatical after 5 years

Team socials

Wellbeing benefits

Job summary

Addition Solutions is partnering with a growing property organisation in South London to appoint a Customer Manager who will lead the customer-facing team and own the end-to-end resident journey across a expanding portfolio.

You will combine hands-on leadership with coaching, performance management and continuous improvement to maintain occupancy and deliver an exceptional resident experience. This is an office-based role with no remote work.

Qualifications

• Experience leading a customer-facing team.
• Strong coaching and performance-management skills.
• Commercial mindset with focus on occupancy and service quality.
• Excellent communication and stakeholder management.

Responsibilities

• Lead day-to-day operations of the Customer Team.
• Coach and develop Property Managers and Customer Support colleagues.
• Monitor KPIs such as occupancy, response times and satisfaction.
• Own the end-to-end resident journey from onboarding to move-out.
• Produce performance reports for senior management.

Skills

People management

Customer service

Stakeholder management

CRM familiarity

Tools

HubSpot CRM

Job description

Permanent | £50,000–£55,000 + Performance Bonus of up to £10,000

Location: South London | Office-Based

We’re partnering with an innovative and growing property organisation to appoint an experienced Customer Manager to lead its customer-facing team and drive service standards across an expanding residential portfolio.

This is an excellent opportunity for a commercially aware people manager to take ownership of the complete customer journey, from initial enquiry and onboarding through to ongoing resident support and move-out.

You’ll combine hands‑on operational leadership with team development, performance management and continuous improvement, helping to maintain strong occupancy levels while delivering an exceptional experience for residents.

The Opportunity

As Customer Manager, you’ll oversee the day-to-day operations of the Customer Team and ensure consistent service delivery across the property portfolio.

You’ll lead and develop Property Managers and Customer Support colleagues, establish clear performance expectations and create an accountable, high‑performing team culture.

Working closely with the Head of Property and wider senior leadership team, you’ll monitor occupancy, customer satisfaction and operational performance, identifying practical opportunities to improve processes and strengthen the overall customer experience.

Key Responsibilities

You’ll play a central role in leading the Customer Team and improving performance by:

• Managing the team’s day-to-day activities and ensuring consistent service delivery.
• Coaching, mentoring and supporting Property Managers and Customer Support colleagues.
• Monitoring individual and team performance through regular one-to-ones, coaching and KPI reviews.
• Creating a positive, accountable and high-performing team culture.
• Driving and maintaining strong occupancy levels across the residential portfolio.
• Ensuring a consistent pipeline of suitable applicants.
• Supporting marketing initiatives designed to attract prospective residents.
• Monitoring viewing activity, conversion rates and property voids.
• Working with Property Managers to improve occupancy across more challenging properties.
• Overseeing the complete resident journey, including viewings, onboarding, move‑ins, ongoing communication and move‑outs.
• Acting as the escalation point for complex customer issues and resolving complaints professionally and efficiently.
• Monitoring customer satisfaction and identifying opportunities to improve service standards.
• Taking ownership of departmental KPIs, including occupancy, response times and customer satisfaction.
• Producing clear performance reports and updates for senior management.
• Introducing process improvements and operational efficiencies across the customer function.
• Supporting the development and delivery of new customer and operational initiatives.

About You

You’ll be an experienced people manager with a strong customer focus, commercial awareness and the ability to lead effectively within a fast-paced operational environment.

You will also have:

• Previous experience managing or leading a customer-facing team.
• Strong coaching, mentoring and performance-management skills.
• Excellent organisational abilities and the confidence to manage multiple competing priorities.
• A commercial mindset, with the ability to balance customer satisfaction and business performance.
• Strong communication, relationship-building and stakeholder-management skills.
• Confidence managing difficult conversations and resolving escalated customer issues.
• The ability to remain calm, practical and solutions-focused under pressure.
• Excellent attention to detail while retaining a clear strategic overview.
• A proactive approach and genuine continuous-improvement mindset.
• A passion for delivering exceptional customer service and building positive customer communities.

Highly Desirable

It would be beneficial if you also have:

• Experience within property, housing, lettings or residential management.
• Experience managing occupancy, applicant pipelines or customer conversion.
• Familiarity with CRM systems such as HubSpot or a comparable platform.
• Experience using performance data to improve customer and operational outcomes.

What Success Looks Like

Within your first three months, you’ll have:

• Established a well‑organised and high-performing Customer Team.
• Introduced clear performance measures and strengthened accountability.
• Improved support for Property Managers across the portfolio.
• Identified opportunities to strengthen occupancy and reduce property voids.
• Embedded consistently high standards across the customer journey.
• Developed a clear understanding of the portfolio, its residents and the team’s operational priorities.

Why Apply?

This is an excellent opportunity to join a growing and forward-thinking property organisation where you’ll have the autonomy to shape the customer function and make a measurable impact.

You’ll take ownership of a highly visible department, lead a dedicated team and contribute directly to customer satisfaction, occupancy and the continued success of an expanding residential portfolio.

In return, you’ll benefit from:

• A salary of £50,000–£55,000.
• A discretionary annual performance bonus of up to £10,000.
• 25 days’ annual leave plus your birthday off.
• Additional annual leave based on length of service, up to five extra days.
• A one-month paid sabbatical after five years’ service.
• Regular team socials and company events.
• Health, wellbeing, membership and wellness benefits.
• Genuine autonomy and the opportunity to influence how the customer function develops.

Please note that this is an office-based position in South London and does not offer remote working.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

By applying you are confirming you are happy to be added to the Addition Solutions mailing list regarding future suitable positions. You can opt out of this at any time simply by contacting one of our consultants.