Customer Success

Customer Success (Relationship) Manager

Salary
£45,000 per annum plus annual bonus of £5,000

Benefits
Pension and medical insurance

Location
Hybrid, based in Swanley Kent

Hours
Monday to Friday no weekends)

The Company

The business is a long established provider of inventory, property compliance and reporting services to the UK lettings and property management sectors. Founded in 2007, it was the first in the industry to successfully build a nationwide network through a franchise model and has grown to become a recognised leader in outsourced inventory and compliance services.

They have continued to innovate by expanding their service range and by developing their own mobile data collection software which supports high volume reporting for clients. Their focus remains on efficiency, technology, accuracy and outstanding customer service. With continued growth ahead, they are now strengthening their operations leadership team.

About the role

This is a key management position reporting to the head of operations. You will play a central part in ensuring the smooth and efficient delivery of services to all national clients by working closely with franchisees, affiliates and internal teams.

The role is both people focused and process focused. You will take ownership of the client journey from onboarding through to ongoing relationship management, while also developing the performance of the customer support team. You will support the network, resolve issues quickly, maintain exceptional communication standards and ensure the business continues to deliver high quality reporting and service.

This is a role for someone extremely driven, organised, proactive, nurturing and confident under pressure, with strong leadership skills and a genuine passion for customer experience.

What you will be doing

Client and account management

• Onboarding and development of new clients

• Complaint management and swift resolution

• Ongoing management of national accounts

• Regular contact with clients for feedback and relationship growth

• Ensuring service levels are achieved with minimal complaints

• Identifying opportunities for additional services

• Ensuring client visits are completed either by you or other team members

Affiliate and network support

• Sourcing, onboarding and training affiliates where needed

• Working with the franchise network manager to introduce new reports and services

• Quality control for all affiliate reports managed by the operations team

• Liaising with team members to ensure standards are consistently met

• Sharing key account information internally to maintain smooth operations

Team leadership

• Supervising and developing the customer support team

• Motivating the team, providing feedback and encouraging accountability

• Leading by example and contributing to the wider leadership team

• Supporting process creation, implementation and improvements

• Helping the team feel supported, removing pressure and nurturing growth

Skills we want

• Proven experience managing and developing people

• Positive, outgoing attitude with strong problem solving capability

• Excellent communication skills across phone, email and in person

• Able to work independently and collaboratively

• Experience in high volume, low margin service environments

• Ideally experience with franchises or third party subcontract networks

• Strong organisational skills and attention to detail

• Process minded with the ability to design and roll out improvements

• Good reporting and analysis skills

• Comfortable using software systems including proprietary platforms and CRMs such as HubSpot

The kind of person who will thrive

We want someone who is passionate, energetic and enthusiastic, someone who builds strong relationships, understands people and brings a supportive leadership style. You will be someone who takes responsibility, uses initiative and enjoys stepping into a role where you can genuinely make improvements and empower others.

You will be confident under pressure, happy to take ownership, and able to keep both clients and team members informed, supported and engaged.

How to apply

If this opportunity is of interest, we would love to hear from you. Please contact:

Sally Asling

Email:

Mobile:

Office:

ProFind Property Recruitment is acting as a recruitment agency with regard to this position. By submitting your application, you consent to ProFind Property Recruitment processing and storing your data for recruitment purposes. If you do not hear from us within forty eight working hours, please assume your application has not been successful on this occasion, however we welcome future applications.