Customer Service Manager, London
Sparrow is looking to secure the services of a new Customer Services Manager. Reporting to the Managing Director, the Customer Service Manager is responsible for overseeing and managing all aspects of shared ownership services, ensuring the delivery of high-quality support and guidance to homeowners.
This role involves strategic planning, operational management, and team leadership to enhance customer satisfaction and achieve organisational goals.
As the Customer Services Manager you’ll oversee a team of six customer service professionals and be accountable for:
- Service delivery: oversee the delivery of shared ownership services, ensuring compliance with relevant regulations and standards
- Policy development: develop and implement policies and procedures to enhance service efficiency and effectiveness
- Performance monitoring: monitor and evaluate service performance, identifying areas for improvement and implementing necessary changes
Skills & experience required for the Customer Service Manager role:
- Bachelor’s degree in business administration, Real Estate, Housing Management, or a related field desirable.
- Professional certification in housing management or a related discipline is desirable.
- In-depth knowledge of shared ownership services, property management, and housing regulations
- Strong financial acumen and experience in budget management
- Proficiency in using property management software and other relevant IT systems
- Comprehensive understanding of housing policies, regulations, and best practices
- Knowledge of customer service principles and practices
- Awareness of health and safety regulations related to property management
- Proven experience in a managerial role within the housing or property management sector
- Experience in handling complex customer issues and complaints
We are built on diversity. Our ambition is to build an inclusive culture where diversity is embraced, and everyone feels safe, respected, valued and able to thrive as part of a winning, engaged team.
As part of our recruitment process, you will be required to provide evidence of your right to work in the UK. Documentary evidence will be requested at the interview stage.
How to apply
To apply for this role, please email your CV and covering letter using the "Apply here” button below.
In the letter, please outline why you want this job and how your skills, experience and qualifications make you suitable for this particular post. Ensure you have read the job profile and give examples of how you meet each of the skills and experience requirements.
Good luck!
