Customer Success Manager Residential | London | £70,000

Elton Recruitment; London; On-site; GBP 70,000; Full time

Job summary

An established industry player is seeking a Customer Success Manager for a 12-month FTC to lead a dynamic customer services team in central London. This role is crucial for ensuring customer satisfaction from purchase to occupation and during the warranty period. You will be responsible for managing a large team, overseeing daily operations, and ensuring high standards in customer service delivery. The position offers an exciting opportunity to make a significant impact while working closely with various stakeholders. If you are an organized, communicative, and customer-focused professional with experience in the residential sector, this role could be your next career move.

Benefits

Generous pension scheme

Cycle to work scheme

Childcare voucher scheme

Life assurance scheme

Holiday flex scheme

Season ticket travel loan

Company rewards

Private dental & healthcare

Qualifications

• Experienced customer-focused professional with a hands-on approach.
• Excellent written and verbal communication skills required.

Responsibilities

• Oversee daily management of the customer services team.
• Act as the first point of escalation for customer concerns.
• Monitor customer feedback and suggest improvements.

Skills

Customer Service Management

Communication Skills

Organizational Skills

Team Management

IT Literacy

Education

Experience in Customer Service

Experience in Residential/Housing Sector

Tools

Salesforce

CAFAM System

Job description

Our client is looking for a Customer Success Manager 12 Months FTC. You will be overseeing the daily management of the Customer Services Team across their portfolio of residential buildings in central London. This role ensures the smooth progression of each purchase through to occupation and during the warranty period. You will report to the Director of Customer Services to ensure the efficient running of the team and the satisfaction of our client's customers.

The important part!

• Salary £70,000 + bonus
• Generous pension scheme
• Cycle to work scheme
• Childcare voucher scheme
• Life assurance scheme
• Holiday flex scheme
• Season ticket travel loan
• Company rewards
• Private dental & healthcare

Main Responsibilities

• Oversee the day to day running of the customer services team, host weekly meetings to ensure that all aspects of the team's roles are being fully carried out such as customer updates, pre-inspections, home demos, management of defects/snagging.
• Ensure that final inspections of properties are fully completed to a high standard, minimising the risk of defects/snagging that may arise post completion.
• Act as the first point of escalation for any customer concerns/complaints and assist the team in managing any complex defects resolution projects and complaints.
• Ensure that all customer interaction is recorded on Salesforce and carry out weekly checks that all correspondence is being recorded by all team members.
• Liaise with the construction manager/sub-contractors and direct reports to ensure that all snagging and defects are closed out within our set KPIs and that customers are kept fully informed of the progress.
• Actively support and encourage the performance growth of the team by conducting bi-annual appraisals, monitoring performance, and seeking training opportunities for growth where appropriate.
• Monitor customer feedback and suggest ways in which the Customer Service approach can be constantly improved.
• Manage the day-to-day spending on defects and signing off on the CAFAM system.
• Carry out other reasonable duties as requested by the Director - Customer Services.

Essential

• An experienced, customer focused and well-presented professional with a hands on and positive approach ideally someone from the residential / housing sector.
• Must be extremely well-organised, with excellent written and verbal communication skills and be IT literate, with the ability to learn new software with ease.
• Must have experience of working in a similar role and experience of managing a large team.
• All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions, and to follow all guidance and instructions given in this respect.
• Able to build a rapport and to maintain objectivity when dealing with residents and to maintain a courteous and professional attitude in all situations.