Senior Customer Service Executive | £40,000 - £43,000 | East London
My client, a leading organisation within the property sector, is seeking a Senior Customer Service Executive to join their busy team on a permanent basis. This is a hands-on coordination role with supervisory responsibilities, supporting the delivery of an excellent customer experience from handover through to the end of the warranty period.
Responsibilities
* Manage and support a small team of Customer Service Coordinators, including conducting monthly 1:1s.
* Oversee all customer enquiries from purchasers, tenants, agents, and housing associations.
* Coordinate remedial works with contractors, ensuring all defects raised within the warranty period are logged, monitored, and completed to agreed timescales.
* Maintain and update operative planners and ensure accurate scheduling at all times.
* Provide regular updates to customers and stakeholders, conducting follow-up calls once works are completed.
* Ensure processes and procedures are followed consistently to deliver a proactive and high-quality customer journey.
* Champion all customer service software systems, supporting development, rollout, and user training.
* Chase contractors for outstanding updates and ensure deadlines are met
Skills
* Minimum of 3 years’ experience in a customer service role.
* Strong stakeholder management experience across a range of customer groups.
* Competent in all Microsoft Office applications (Excel, Word, PowerPoint).
* Highly organised with strong time-management skills and attention to detail.
* Ability to lead, motivate, and support a small team.
Package
* £40,000 - £43,000 basic salary
* Monday – Friday
* Flexible working arrangements (where appropriate)
* Comprehensive benefits package