Job Title: Customer Service Manager - Residential Division
Location: Central London, W1
Reporting to: Head of Operations

Company Profile:
Our client is without a doubt one of the most attractive property consultancy's in the world. Their services encompass a full range of property services including agency and professional advice across Commercial, Residential and Rural sectors.

Job Summary:

• Responsible for overseeing customer satisfaction across the whole of the lettings division by addressing concerns from both landlords and tenants and collating positive responses received.
• You will be responsible for addressing and responding to client concerns and collating their thoughts on both positive and negative elements of the service provided by the sub-division. Additionally, providing timely, comprehensive management information on complaints and surveys.

Responsibilities

Landlord and Tenants:

• Sending acknowledgements to clients who have expressed a concern over service
• Sending Complaints Process where applicable
• Thoroughly investigate any concerns raised that have not been resolved by the offices or department with one attempt at written resolution
• Manage complaints sent directly to Head of Lettings or Head of Operations
• Discussing by phone or meeting with clients where there concerns cannot be easily resolved
• Drafting resolution letters and where necessary, agreeing appropriate compensatory terms
• Maintaining a log of any complaints, cause of complaint, compensation paid and when closed
• Report at agreed frequency to the Head of Operations
• Prepare statistics for the Lettings Board

Team:

• Working closely with Lettings Managers to assist with first stage responses to client concerns
• Providing feedback to Lettings Managers on outcome of any complaints concerning their teams
• Working with Regional Partners and Department Heads on any complaints that have arisen from breach of processes within their regions of departments
• Working with Training Manager to give feedback on matters that arise where it is felt that further training may be needed with individuals, teams or the whole division.
• Analysing Customer Feedback and internal Audit results from across the division and ensuring and training and processes are reviewed in response
• Working on various Operational Projects in response to business needs or legislation changes
• Delivering training as required

Experience and Skills Profile:

Career Experience Required:

• At least two years' experience in a similar role or in Senior Lettings role
• Three years lettings experience
• Knowledge of property markets
• Experience of client management
• ARLA qualified preferable

Particular Aptitudes/Skills Required:

• The ideal candidate will be able to work well within a team and on their own.
• Excellent literacy skills
• The ability to communicate with landlords and tenants in a confident manner
• Excellent attention to detail
• To keep up-to-date with legislation and industry changes
• Ability to work within deadlines

If you feel this position is suitable for you then apply now to be considered for the role.

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