Customer Support Manager

6 days ago

London, Greater London, United Kingdom Octavia Full time
About the Role

We are seeking an experienced and skilled professional to join our team as a Customer Support Manager at Octavia. As a key member of our Repairs Services team, you will play a vital role in ensuring that our customers receive high-quality, effective, and responsive estate services and repairs.

Key Responsibilities
  • Complaints Handling
    • Investigate and respond to customer complaints in a timely and professional manner, ensuring that all issues are resolved to the customer's satisfaction.
    • Provide background information, timelines, and draft responses to senior managers for escalated complaints.
  • Customer Communication
    • Establish and maintain effective communication with customers, providing regular updates on the status of their complaints and repairs.
    • Ensure that all customer interactions are conducted in a professional and courteous manner.
  • Service Improvement
    • Regularly review complaints and repairs data to identify lessons learned and service improvements.
    • Work with the Repairs Services team to implement service improvements and ensure that all customers receive a high-quality service.
  • Contractor Management
    • Establish and maintain effective relationships with contractors, ensuring that they are aware of customer expectations and are working to meet them.
    • Monitor contractor performance and take corrective action where necessary.
  • Reporting and Analysis
    • Prepare and present regular reports on complaints and repairs data, highlighting trends and areas for improvement.
    • Analyse data to identify opportunities for service improvement and develop recommendations for implementation.
Requirements
  • Leadership and Management
    • Proven leadership and management skills, with the ability to motivate and inspire a team.
    • Excellent communication and interpersonal skills, with the ability to build effective relationships with customers, contractors, and colleagues.
  • Customer Focus
    • Strong customer focus, with the ability to understand and meet customer needs.
    • Excellent problem-solving skills, with the ability to resolve complex customer complaints.
  • Business Acumen
    • Strong business acumen, with the ability to understand and interpret financial data.
    • Excellent analytical skills, with the ability to identify opportunities for service improvement.
  • Experience
    • Proven experience in a customer-facing role, with a strong understanding of customer needs and expectations.
    • Experience of working in a repairs or maintenance environment, with a strong understanding of the service delivery process.

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