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Customer Service Director

2 months ago

London, Greater London, United Kingdom Insight Select Full time
Job Description

Customer Service Director / London / Permanent / Up to £52,000


Insight Select, a leading real estate business, is seeking a Customer Service Director to join their London team. This role will play a crucial part in delivering exceptional customer experiences across multiple luxury developments. As a Customer Service Director, you will be responsible for ensuring quality assurance is maintained throughout the customer journey, from snagging and defects to property handovers.


Key Responsibilities:

  • Support customers in their journey to moving into their new home, addressing snagging and defects
  • Coordinate with contractors to complete snagging or replacement works
  • Log and action customer complaints within agreed timeframes
  • Identify trends in defects and collaborate with relevant teams to prevent them
  • Conduct pre-completion checks to ensure properties meet standards
  • Maintain open communication with contracting teams
  • Attend property handovers and provide assistance with property questions
  • Stay in touch with property owners during their warranty period
  • Collaborate with housing associations on social housing properties
  • Stay up-to-date with reports and maintain systems
  • Communicate effectively with all parties, both in person and through written correspondence


Essential Skills:

  • Previous experience in a Customer Service Director/Property Manager role within the property or real estate industry
  • Defect management experience is desirable
  • Comfortable and confident in dealing with customers face-to-face and over the phone
  • Able to build strong relationships with contractors and third parties
  • Proficient with CRM systems and reporting
  • Familiarity with Health and Safety Standards within the building industry is an asset


Package:

  • £42,000 - £52,000 base salary, dependent on experience
  • Car allowance of up to £4,500
  • Quarterly bonuses up to £8,000 annually, based on performance
  • Excellent benefits, including healthcare and flexible working hours