Customer Success Manager Residential | London | £70,000

TN United Kingdom; London; On-site; GBP 70,000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to lead the Customer Services Team in central London. This pivotal role involves managing daily operations, ensuring customer satisfaction, and driving continuous improvement in service delivery. The ideal candidate will have a strong background in customer service within the residential sector, demonstrating excellent communication and team management skills. With a competitive salary and benefits, this is a fantastic opportunity to make a significant impact in a dynamic environment.

Benefits

Cycle to work scheme

Holiday flex scheme

Season ticket travel loan

Company rewards

Qualifications

• Experienced customer-focused professional from the residential sector.
• Well-organized with excellent communication skills and IT literacy.

Responsibilities

• Oversee daily operations of the customer services team and manage updates.
• Act as the first escalation point for customer concerns and defect resolutions.
• Monitor customer feedback for continuous improvement.

Skills

Customer service management

Communication skills

IT literacy

Team management

Tools

Salesforce

Job description

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Customer Success Manager Residential | London | £70,000, London

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Client:

Elton Recruitment

Location:

London, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

1132504949ac

Job Views:

7

Posted:

26.04.2025

Expiry Date:

10.06.2025

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Job Description:

Our client is looking for a Customer Success Manager for a 12-month FTC. You will oversee the daily management of the Customer Services Team across residential buildings in central London. This role ensures 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 customer satisfaction.

Main Benefits:

• Salary £70,000 + bonus
• Cycle to work scheme
• Holiday flex scheme
• Season ticket travel loan
• Company rewards

Main Responsibilities:

• Oversee daily operations of the customer services team, host weekly meetings, manage customer updates, pre-inspections, home demos, and defect management.
• Ensure final property inspections are thorough, minimizing defects post-completion.
• Act as the first escalation point for customer concerns and assist with complex defect resolutions and complaints.
• Record all customer interactions on Salesforce and monitor team compliance.
• Liaise with construction managers and subcontractors to ensure defect resolution within KPIs and keep customers informed.
• Support team development through performance appraisals and training opportunities.
• Monitor customer feedback for continuous improvement.
• Manage daily defect spending and approve on CAFAM system.
• Perform additional duties as assigned by the Director.
• Require an experienced, customer-focused professional from the residential/housing sector, well-organized, with excellent communication skills, IT literacy, and team management experience.
• All staff must follow health and safety regulations and maintain professionalism and objectivity when dealing with residents.

Note: Applying signifies consent under GDPR to share your details with the client for related vacancies. This is the only notification you will receive; receipt of your CV implies consent to proceed with your application.