Job Description
Customer Solutions Manager
Kingston upon Thames
£50,000 + Package
Social Housing Maintenance Contractor
Outline of Role:
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
Customer Solutions Manager
Kingston upon Thames
£50,000 + Package
Social Housing Maintenance Contractor