Client Service Manager

Cobalt Recruitment

Job Description

A leading London surveying practice has created a new role for a Customer Services Manager to ensure that the customer satisfaction ratings of property owning clients are significantly improved and then maintained.

In the first instance you will undertake a detailed review of the customer service capabilities within the Residential Block Management, Client accounting and Portfolio Lettings Management teams. Once reviewed training programmes will be created and implemented to bring existing staff up to the required customer service levels.

In order to implement systems and procedures for monitoring compliance with agreed communications protocols a help desk will need to be set up to deal with minor issues pertaining to day to day residential block management. It will also be used to manage the customer complaints process and ensure that there is a process in place that is highly effective in resolving all issues.

The ideal candidate will have 3-5 years experience at a high level within a customer service environment with responsibility for training and developing staff in customer service skills. You will need to demonstrate your ability to develop and implement a customer service strategy and manage a team of front line, telephone based customer service staff. Knowledge regarding IT systems and packages for call logging would be a strong advantage

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