Customer Service Supervisor

Troika Recruitment Ltd.; City of Westminster; On-site; GBP 35,000 - 45,000; Full time

Benefits offered by this job

Corporate benefits package

Brand-new team

Progression opportunities

Job summary

Troika Recruitment Ltd. is partnering with a leading property services provider to build a brand-new Customer Services team for Belgravia and Mayfair estates.

The roles involve delivering a high-end concierge-style service to residents, resolving requests from small fixes to complex issues, and maintaining proactive communications through to resolution. Two roles are available: Customer Services Supervisor and Customer Services Executive.

Qualifications

• Experience in luxury residential concierge, aftercare, 5-star hotel guest relations, private client services or premium corporate front of house.
• Track record of looking after high-net-worth or VIP clients with discretion and confidence.
• Excellent spoken and written English, with a polished and articulate telephone manner.
• A proactive, cradle to grave approach to resolving problems.
• Immaculate presentation and a natural warmth with people.

Responsibilities

• Act as the first point of contact for high-profile residents, their households and representatives.
• Take ownership of requests and issues, logging and allocating work to contractors and the facilities management team.
• Follow every job through to completion, keeping clients updated at each stage.
• Build strong, lasting relationships with residents and their staff.
• Visit residences and buildings across the estate as the service develops.
• Maintain accurate records to support reporting and service improvement.

Skills

Luxury concierge

VIP clients

English fluency

Problem solving

Organisation

Tools

Helpdesk systems

Job description

Customer Services Supervisor (£40,000 – £45,000) and Customer Services Executive (£35,000 – £40,000)

Monday to Friday, office-based (Victoria) with estate visits

Troika Recruitment is delighted to be partnering with a leading property services provider to build a brand-new, dedicated Customer Services team for one of London's most prestigious residential and commercial estates.

This is a rare opportunity to join a newly created team from day one and help shape a genuinely high-end, concierge-style service for an exceptional portfolio of homes and buildings across Belgravia and Mayfair.

The Opportunity

Our client is transforming how its top-tier residents and occupiers experience service. Instead of passing through call centres and multiple contractors, clients will have one trusted, accountable point of contact who takes ownership of every request, from a light bulb out to more complex property issues, and sees it through to resolution.

The team will initially look after a select group of VIP clients before expanding the service across the wider residential, commercial and retail portfolio. For the right people, there's real scope to grow with it.

The Roles

• Act as the first point of contact for high-profile residents, their households and representatives
• Take ownership of requests and issues, logging and allocating work to contractors and the facilities management team
• Follow every job through to completion, keeping clients updated at each stage
• Build strong, lasting relationships with residents and their staff
• Visit residences and buildings across the estate as the service develops
• Maintain accurate records to support reporting and service improvement

Everything above, plus:

• Set the tone and standards for a brand-new service, including processes, response times and KPIs
• Support and develop the Customer Services Executive
• Lead team huddles and operational meetings
• Act as the key liaison with senior management and the facilities team
• Help shape and grow the service, and the team, as it expands across the estate

About You

We're looking for exceptional service professionals rather than technical specialists. Property or building maintenance knowledge is a bonus but not essential.

You’ll have:

• Experience in luxury residential concierge, aftercare, 5-star hotel guest relations, private client services or premium corporate front of house
• A track record of looking after high-net-worth or VIP clients with discretion and confidence
• Excellent spoken and written English, with a polished and articulate telephone manner
• A proactive, "cradle to grave" approach to resolving problems
• Immaculate presentation and a natural warmth with people
• Strong organisation and admin skills, and confidence using logging or helpdesk systems

For the Supervisor role, you’ll also bring experience of leading or developing others, for example as a head concierge, guest relations manager or front-of-house team leader, ideally with some exposure to property or estate matters.

What’s on offer

• Competitive salary plus a comprehensive corporate benefits package
• Monday to Friday hours
• The chance to be part of a brand-new team on a flagship contract
• A prestigious portfolio and a genuinely supportive management team
• Clear scope for progression as the service and team grow

Troika Recruitment is an equal opportunities employer and welcomes applications from all backgrounds.