Imperial College London is seeking two Customer Service Managers to lead the customer service and coordination function across our campuses, ensuring a high-quality, responsive and customer-focused facilities management (FM) service.
Working as part of the Property Division’s Operational Property Groups, you will play a central role in linking building users, operational teams and service providers. You will help ensure enquiries are managed efficiently, service requests are triaged effectively, and communication across campus remains clear and consistent, supporting a positive experience for staff, students and visitors.
In this role, you will oversee the day-to-day customer service operation, managing enquiries, coordinating reactive tasks and ensuring accurate use of CAFM systems to log, track and resolve issues. Acting as the key link between frontline teams and operational services, you will help ensure requests are routed correctly, service standards are maintained, and communication with stakeholders is clear and timely.
You will analyse service data, monitor performance and identify opportunities to improve efficiency and customer experience. Working closely with colleagues across maintenance, projects, security and other teams, you will support operational coordination, reporting and compliance activities, while leading and developing the customer service team to deliver a consistent, high-quality service across campus.
1. Experience managing a team in a customer-facing or service coordination role
2. Experience working in a helpdesk, facilities management or similar service environment
3. Strong communication skills and the ability to engage with a wide range of stakeholders
4. Understanding of Health & Safety legislation and practices
5. Experience using systems such as CAFM or similar customer service platforms
6. The ability to analyse data, monitor performance and drive service improvements
7. Good organisational and time management skills, with the ability to manage competing priorities
8. Strong IT skills, including Microsoft Office
9. A proactive and solution-focused approach
10. The ability to remain calm and effective in a fast-paced environment
11. A flexible approach to working across different locations and operational needs
12. The opportunity to continue your career at a world-leading institution and be part of our mission to use science for humanity.
13. Benefit from a sector-leading salary and remuneration package (including 41 days’ annual leave and generous pension schemes).
14. Access to a range of workplace benefits including a flexible working policy from day one, generous family leave packages, on-site leisure facilities and cycle-to-work scheme.
15. Interest-free season ticket loan schemes for travel.
16. Be part of a diverse, inclusive and collaborative work culture with various and resources to support your personal and professional .