Job Description: Customer Service Director
Basic Information
Company: Property Management Company under a London-based Family Office
Location: London, UK
Property Portfolio: 40 luxury residential apartments located along the River Thames, London (rental-focused)
Report to: Senior Management of the Family Office & Property Management Team
Job Summary
We are seeking an experienced Customer Service Director to lead the full customer service operation for our exclusive luxury residential portfolio by the River Thames. You will be responsible for delivering five-star service experience to high-net-worth tenants, overseeing the end-to-end tenant lifecycle management, and maintaining premium property service standards. Ideal candidates have solid working background in luxury property management or 5-star hotel customer service leadership roles.
Key Responsibilities
* Develop and implement high-standard customer service systems, SOPs and service guidelines tailored for luxury residential rentals, ensuring service quality aligns with premium property positioning.
* Lead the customer service team, allocate daily work, conduct regular training, performance appraisal and team motivation to build a professional, service-oriented team.
* Serve as the key contact for all tenants, handle tenant enquiries, daily requests, complaints and special requirements efficiently and appropriately; resolve service issues promptly to maintain high tenant satisfaction and retention rate.
* Manage the entire tenant lifecycle including pre-tenancy consultation, move-in assistance, daily property support and move-out arrangement; coordinate with property maintenance, security and administrative teams to ensure seamless service delivery.
* Conduct regular tenant communication and satisfaction surveys, collect feedback, analyse existing service gaps and propose optimisation plans continuously.
* Monitor daily service operations on-site, conduct regular service audits, and ensure all service links comply with established standards.
* Collaborate closely with the family office management team, submit regular operation reports, and provide professional suggestions on service upgrade and operational improvement.
* Keep updated on luxury residential and high-end hospitality service trends, introduce best practices from the five-star hotel and luxury property industries to elevate overall service level.
Requirements
* Solid leadership experience as customer service management in luxury residential property management companies or 5-star international hotels; experience in high-end rental property service is a strong plus.
* Proven track record of leading customer service teams, with mature team management, operation and problem-solving capabilities.
* Deep understanding of high-net-worth client service philosophy, good at communicating and interacting with high-end tenants, with outstanding communication, negotiation and crisis handling skills.
* Meticulous, service-minded, proactive and able to work under pressure in a fast-paced environment.
* Familiar with full processes of residential property customer service, maintenance coordination and tenant management.
* Fluent in spoken and written English; based in London or available to start work immediately in London.
* Elegant professional demeanour, strong sense of responsibility and confidentiality awareness.