Property Maintenance Customer Service Manager

3 weeks ago


West London, United Kingdom Masterfix GB Limited Full time

Are you passionate about self and team delivery of exceptional customer service?

Are you a dynamic and detail-oriented individual with experience in managing property maintenance?

Do you thrive in a fast-paced environment and possess excellent organisational skills?
If so, we have the perfect opportunity for you

Masterfix are seeking a dedicated Property Maintenance Customer Service Managerto join their team.

You should have:

  • Proven experience as a Service Manager in the reactive property maintenance industry (minimum 2 years). This is essential.
  • Excellent customer service skills in a target driven environment.
  • A natural leader with the energy and drive to deliver exceptional service to all of our customers and clients by self and team delivery.
  • The aptitude to design and deliver one-to-one and team, on the job, customer service training.
  • Build and maintain strong relationships with customers and clients.
  • An ability to recognise and resolve customer service issues promptly.
  • Excellent communication and interpersonal skills.
  • Strong organisational and multitasking abilities.
  • Knowledge of property management and maintenance best practices.
  • Property compliance knowledge (Gas, mechanical and electrical)
  • Self-motivation with the ability, and desire, to work on your own initiative.

Key Responsibilities:

  • Leading the service delivery within our reactive maintenance team overseeing a diverse portfolio of high-end residential and commercial properties in central London.
  • Driving and monitoring customer and client SLAs.
  • Liaising with our engineers, customers, and clients to ensure the delivery of exceptional property services.
  • Resolving customer related issues promptly and efficiently.
  • Gaining regular customer and client feedback to feed into the team to drive our service level and Net Promotor Score (NPS).
  • Ensuring the team provide effective communication with clients, providing regular updates on the status of maintenance requests.
  • Collaborating with the team to ensure that our working process are both customer friendly whilst being commercially viable.

Masterfix Offers:

  • £40-45K per annum.
  • Pension scheme after qualifying period.
  • 25 days holiday per year plus bank holidays

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