Customer Service Manager

Customer Service Manager

  • Location

    West End, London

  • Sector:

    Business Support

  • Job type:


  • Salary:

    Up to £40000.00 per annum + Bonus and Benefits

  • Contact:

    James Huntly

  • Contact email:


  • Job ref:


  • Published:

    almost 3 years ago

  • Expiry date:


  • Consultant:


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.


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


  • 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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