Client Services Manager

Job title:

Client Services Manager

Company

Rayner Personnel

Job description

Client Services ManagerOur client is a leading platform for homeowners looking to sell their properties, helping thousands of sellers each month connect with the best estate agents. Their friendly team of over 85 people operates out of beautiful offices in Old Street and is backed by prominent industry investors. Together, they are transforming the home-selling experience.Role OverviewOur client is seeking a dynamic and experienced Client Services Manager to lead a thriving team of 30 Customer Service professionals, including 4 Team Leaders and 1 Assistant Manager. This role is pivotal in delivering exceptional service, driving operational excellence, and achieving ambitious results. If you’re a leader who thrives on motivating others and shaping outstanding customer experiences, this opportunity could be perfect for you.What You’ll Be Doing Leadership & Team Management

• Lead, inspire, and drive the success of a 30-person customer service team.
• Manage and mentor 4 Team Leaders and 1 Assistant Manager, fostering a high-performing and cohesive unit.
• Conduct regular check-ins, provide actionable feedback, and ensure alignment with clear, ambitious goals.
• Plan team schedules to maintain peak performance, even during busy periods.

Customer Service Excellence

• Champion a customer-first mindset, ensuring every interaction delivers satisfaction.
• Collaborate with senior management to resolve escalated issues swiftly and effectively.
• Monitor performance metrics, including Valuation Rate, Call Conversion Rates, Quality Assurance, and cancellation rates.

Operational & Process Management

• Streamline processes to enhance efficiency and meet business objectives.
• Utilise tools and technology to improve team performance and customer experience.
• Ensure compliance with company policies and regulations.
• Oversee resource planning, equipping the team with the skills and tools to succeed.

Performance Tracking & Reporting

• Analyse performance metrics to identify areas for improvement.
• Provide regular reports to senior management, highlighting sales results, customer satisfaction, and operational achievements.
• Set and monitor KPIs for Team Leaders and the Assistant Manager, ensuring accountability and driving results.

What We’re Looking For

• 5-7 years in customer service and/or sales, including 3+ years managing teams.
• Proven track record in a B2C environment, with estate agency or property-related experience essential.
• Exceptional leadership skills, with the ability to coach, motivate, and build high-performing teams.
• Customer-first attitude with the ability to manage complaints and implement service improvements.

Skills That Set You Apart

• Strategic thinker with a results-driven approach to sales and service.
• Strong analytical skills for data-driven decision-making and performance optimisation.
• Exceptional communication skills, equally adept at rallying teams and presenting to senior leaders.
• Ability to thrive under pressure in a fast-paced environment.

What’s In It for You?

• Salary: £60,000 – £70,000
• Benefits: Private Medical Cover, Learning & Development Allowance, Wellbeing Allowance, Perks at Work, Hybrid Working, and various optional schemes.
• Holiday: 25 days + Bank Holidays
• Opportunity to join a growing company at an exciting stage in its journey.
• Work with a fantastic team—they prioritise hiring great people who make work enjoyable.
• Be part of a major industry, helping to simplify the often stressful process of moving house.

Contact Details: If you are interested in this role as a Client Services Manager please send your CV to Francesca.Marchesi@raynerpersonnel.com or call me on 07791894154.Please Note: Rayner Personnel – Property Recruitment are acting as a recruitment agency with regards to this position. By submitting your application, you are consenting to Rayner Personnel processing and storing your data for the purposes of your job search.We receive a great many applications for our vacancies and try to respond to as many as we can as quickly as possible. If you have not heard from a member of the team within 48 working hours, please assume that on this occasion your application has not been successful, but please feel that you may apply for other roles we are advertising in the future.

Expected salary

£60000 – 70000 per year

Location

East London

Job date

Sat, 11 Jan 2025 03:25:21 GMT

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