Customer Solutions Manager

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.
  
  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.
  
  £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