Customer Service Manager

Job Title:Customer Service Manager

Location: Bournemouth

Salary: £26,000 - £29,000 per annum

Company Overview:
Total Staff is recruiting on behalf of a dynamic student accommodation company based in East London. Our client is dedicated to providing exceptional living experiences for students, offering comfortable and secure environments that promote both academic success and personal growth.

Position Overview:
We are seeking a highly motivated and experienced Customer Service Team Leader to join our team. The successful candidate will oversee the day-to-day running of our student accommodation facility from both a Customer Service and operational perspective. This is a permanent position directly employed by the company.

Key Responsibilities:

• Lead and manage a team of Customer Service representatives to ensure the highest level of service delivery to our residents.
• Act as the primary point of contact for residents, addressing any inquiries, concerns, or complaints promptly and professionally.
• Develop and implement Customer Service policies and procedures to enhance resident satisfaction and retention.
• Conduct regular inspections of the property to ensure compliance with health, safety, and security standards.
• Coordinate maintenance and repairs as needed, liaising with contractors and internal teams to ensure timely resolution of issues.
• Monitor and manage resident accounts, including rent collection and arrears management.
• Prepare regular reports on key performance indicators, including occupancy rates, resident satisfaction, and maintenance response times.
• Collaborate with other departments, such as marketing and leasing, to support overall business objectives.
• Assist with staff training and development initiatives to foster a positive and productive work environment.

Qualifications and Skills:

• Previous experience in a Customer Service leadership role, preferably within the property management or hospitality industry.
• Excellent communication and interpersonal skills, with the ability to effectively resolve conflicts and handle difficult situations.
• Strong organizational and problem-solving abilities, with a keen attention to detail.
• Knowledge of property management software and Microsoft Office Suite.
• Familiarity with relevant legislation and regulations governing student accommodation.
• Ability to work effectively both independently and as part of a team in a fast-paced environment.

Job Types: Full-time, Permanent

Pay: £26,000.00-£29,000.00 per year