Customer Solutions Manager
Kingston upon Thames
£50,000 + Package
We are currently recruiting for an experienced Customer Solutions Manager to join a growing property services operation based in Kingston upon Thames.
This is an excellent opportunity for a customer-focused and operationally driven professional to lead a busy call centre function while playing a key role in the coordination and planning of customer service delivery. The successful candidate will be responsible for ensuring a high-performing customer contact environment, driving service standards, and improving the overall customer experience.
The role requires a proactive manager who can balance operational oversight with strong people leadership and customer-focused decision-making.
Key Responsibilities
- Manage the day-to-day operations of the customer service call centre.
- Lead, motivate, and develop a team of 5 call centre/customer service staff.
- Monitor performance levels, KPIs, call handling standards, and customer satisfaction metrics.
- Support the coordination and overall planning of customer service activities and workflows.
- Work closely with operational and planning teams to ensure smooth service delivery and effective communication with residents/customers.
- Handle escalated customer queries and complaints, ensuring issues are resolved efficiently and professionally.
- Identify process improvement opportunities to enhance service efficiency and customer outcomes.
- Ensure all customer interactions are handled in line with company standards and service expectations.
- Produce reports and operational updates for senior management.
About You
- Previous experience managing a customer service or call centre environment.
- Strong leadership skills with experience managing and developing teams.
- Excellent communication and organisational abilities.
- Ability to work effectively within fast-paced property services, housing, repairs, or maintenance environments.
- Strong understanding of customer service delivery and performance management.
- Experience dealing with escalated complaints and complex customer situations.
- Comfortable working collaboratively across multiple departments and operational teams.
What’s on Offer
- £50,000 basic salary
- Attractive benefits package
- Opportunity to join a growing and supportive business
- Long-term career progression opportunities
- Dynamic and collaborative working environment
