On-Site Customer Service Manager for Luxury Homes

Fawkes & Reece; Kingston upon Thames; On-site; GBP 42,000 - 54,000; Full time

Job summary

Fawkes & Reece, a small independent Housing Developer building luxury properties in London and surrounding areas, is seeking an experienced Customer Service Manager. You will manage an on-site team of coordinators and operatives, ensure queries are routed correctly, and drive timely resolutions for defects and handovers with customers.

Applicants should have a proven track record in customer-facing roles, with longevity in previous positions, and the ability to maintain strong relationships with

Qualifications

• Experience in a customer-facing role with longevity.
• Experience dealing with defects and completions.
• Ability to lead an on-site team of coordinators and operatives.
• Experience handling escalated complaints.
• Track customer issues and close them once resolved.

Responsibilities

• Lead an on-site team of customer care coordinators and operatives.
• Ensure all customer service queries are directed to the relevant person or dealt with.
• Deal with escalated complaints and oversee resolution.
• Monitor defects and update the system with status changes.
• Track customer issues and close them off once dealt with.
• Conduct handovers with customers and perform home demonstrations.

Skills

Team leadership

Customer service

Escalation handling

Defect tracking

Customer demonstrations

Job description

Fawkes & Reece, a small independent Housing Developer building luxury properties in London and surrounding areas, is seeking an experienced Customer Service Manager. You will manage an on-site team of coordinators and operatives, ensure queries are routed correctly, and drive timely resolutions for defects and handovers with customers.

Applicants should have a proven track record in customer-facing roles, with longevity in previous positions, and the ability to maintain strong relationships with