Fawkes & Reece

Kingston upon Thames

On-site

GBP 42,000 - 54,000

Full time

5 days ago

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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

My client are a small independent Housing Developer specialising in building luxury property in London & the surrounding areas.

I am currently looking for an

experienced

Customer Service Manager to join a team of coordinators, operatives & reporting to the Head of Customer Service. You will need experience dealing with defects, completions, you will need to have worked in a customer facing role previously & your CV will need to demonstrate longevity & a stable employment profile

As a Customer Service Manager you will be required to:

Lead an on site team of customer care coordinators & operatives
Ensuring all customer service queries are directed to the relevant person or dealt with
Deal with escalated complaints
Monitor defects & update the system
Track customer issues and closing them off once dealt with
Deal with handovers with customers & performing home demonstrations
Promoting a good working relationship with site teams