Customer Experience Team Supervisor
Rendall & Rittner, an acclaimed Residential Leasehold Property Management company, is seeking a Customer Experience Team Supervisor to lead daily operations, deliver outstanding service, and drive continuous improvement.
Position
Position: Customer Experience Team Supervisor
Location: Head Office – 56 Duke of Wellington Avenue, Royal Arsenal, London, SE18 6SS
Working Hours: Rotational shifts on a 4–8pm timetable, Monday through Friday, with 1 in 4 Saturdays and a weekday off.
Salary: Competitive
Contract: Permanent
Why Rendall & Rittner
* Award‑Winning: Established and celebrated in property management.
* Career Growth: Fully funded training programmes.
* Perks: Savings on entertainment, travel, dining, shopping, health, and fitness.
* Competitive Compensation: Salary with discretionary bonuses.
* Health & Well‑being: Private Medical Insurance, Life Assurance, enhanced Maternity & Paternity leave.
* Time Off: 25 days of holiday plus national holidays.
* Retirement: Pension scheme.
* Additional Support: Employee Assistance Programme (EAP).
About the Role
This role is responsible for leading the daily operations of the Customer Experience Team, ensuring outstanding service delivery, strong performance, and continuous improvement. You will support the Customer Experience Manager by driving service excellence, developing team capability, and promoting a culture aligned with our company values and ‘Think Like a Customer (TLC)’ principles.
Key Responsibilities
* Supervise daily activity of the CX team across all communication channels.
* Allocate workloads and ensure KPIs, SLAs, and performance standards are consistently met.
* Coach and develop team members through regular 1:1s, feedback, and training.
* Handle escalated or complex customer cases and promote first‑contact resolution.
* Manage rota planning, resource allocation, and day‑to‑day operating workflow.
* Ensure compliance with SOPs, complaint timelines, and customer service standards.
* Conduct quality audits, spot trends, and drive continuous improvement.
* Support people processes including absence management, wellbeing, and performance.
* Collaborate closely with internal teams and act as a key link to senior management.
* Support projects, campaigns and new system roll‑outs (CRM and digital tools).
Qualifications
* Proven experience in a customer service or contact‑centre leadership role.
* Strong people‑management skills with the ability to coach and motivate teams.
* Excellent communication and problem‑solving abilities.
* Ability to manage workloads, meet KPIs and maintain high service standards.
* Experience handling escalated customer cases and driving first‑contact resolution.
* Organised, detail‑oriented and strong planning skills.
* Comfortable working with digital tools and CRM systems.
* A proactive mindset with a passion for continuous improvement.
* Knowledge of property management is desirable but not essential.
* Eligibility to work in the UK without restrictions.
How to Apply
Please call our recruitment team at 020 7702 0701 and mention the reference number “Ref .” for more details. Alternatively, visit Rendall & Rittner’s website or LinkedIn profile for current openings.
Additional Details
* Seniority level: Mid‑Senior level
* Employment type: Full‑time
* Job function: Other
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