Customer solutions manager - Kingston upon Thames

Customer Solutions Manager

Kingston upon Thames
£50,000 + Package

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.

About You

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.

What's on Offer

£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