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Customer Experience Lead

2 months ago

Hammersmith Broadway, United Kingdom Insight Select Full time

Job Title: Customer Service Manager - Luxury Property

Job Summary:

Insight Select is seeking a highly skilled Customer Service Manager to join our team in London. As a Customer Service Manager, you will play a crucial role in delivering exceptional customer experiences to our clients in the luxury property sector.

Key Responsibilities:

  • Support customers in their journey to moving into their new home, ensuring their expectations are met regarding snagging and defects.
  • Arrange relevant contractors to complete snagging or replacement works, ensuring timely and efficient resolution.
  • Log and action all customer complaints within the agreed time frame, maintaining a high level of customer satisfaction.
  • Identify trends in defects and work with relevant teams to prevent these issues from arising in the future.
  • Conduct pre-completion checks to ensure properties meet our high standards.
  • Communicate effectively with contracting teams, property owners, and housing associations to ensure seamless customer experiences.
  • Stay up-to-date with reports and maintain accurate records, providing valuable insights to inform business decisions.

Requirements:

  • Previous experience in a Customer Service Manager or Property Manager role within the property or real estate industry.
  • Desirable: defect management experience and knowledge of Health and Safety Standards within the building industry.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, contractors, and third parties.
  • Confident in using CRM systems and reporting tools to track customer interactions and performance metrics.

What We Offer:

  • A competitive salary of £42,000 - £52,000, depending on experience.
  • A car allowance of up to £4,500.
  • Quarterly bonuses up to £8,000 annually, based on performance.
  • An excellent benefits package, including healthcare and flexible working hours.