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- Tasks: Lead a customer service team and manage maintenance requests efficiently.
- Company: Join a large Facilities Management organisation in South London.
- Benefits: Competitive salary, career growth, and a dynamic work environment.
- Why this job: Make a real impact by enhancing customer satisfaction and service excellence.
- Qualifications: Experience in managing customer service teams and strong communication skills.
- Other info: Opportunity to develop leadership skills in a fast-paced setting.
The predicted salary is between 36000 - 60000 £ per year.
We are seeking an experienced Customer Service Manager to join a large Facilities Management organisation. The core focus of this role is to lead the central helpdesk for all maintenance and facilities-related enquiries. The successful candidate will oversee a team responsible for triaging, prioritising, and allocating both reactive and planned maintenance requests. You will ensure service requests are handled efficiently, accurately recorded, and delivered in line with agreed service levels and customer expectations.
Key Responsibilities
- Lead, manage and develop the central helpdesk/customer service team
- Oversee the end-to-end process for reactive and planned maintenance requests
- Ensure accurate logging, tracking, and reporting of service requests using CAFM and other service management systems
- Monitor KPIs and service performance metrics, driving continuous improvement initiatives
- Ensure work is correctly prioritised and allocated in line with SLAs and operational capacity
- Act as the key liaison between customers, operational teams, subcontractors, and service partners
- Manage escalations and resolve service issues in a timely and professional manner
- Maintain high levels of customer satisfaction through proactive communication and service excellence
- Produce performance reports and provide service insights to senior stakeholders
Key Requirements
- Proven experience managing customer service or helpdesk teams within a Facilities Management, Maintenance, or Property Services environment
- Strong understanding of reactive and planned maintenance workflows
- Experience using CAFM or similar service management systems
- Knowledge of SLAs, KPIs, and performance reporting within an FM environment
- Excellent stakeholder management and communication skills
- Strong organisational skills with the ability to manage competing priorities
- Data-driven mindset with experience using performance metrics to drive improvements
- Experience handling escalations and complex customer queries
- Strong leadership skills with the ability to motivate and develop a team
Desirable:
- Experience working within multi-site or contract-based FM environments
- Understanding of compliance and statutory maintenance requirements
This is an excellent opportunity for a motivated and customer-focused leader to make a significant impact within a dynamic Facilities Management environment.
Customer Service Manager in Lambeth employer: AJ Group Services Ltd
Contact Detail:
AJ Group Services Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager in Lambeth
✨Tip Number 1
Network like a pro! Reach out to your connections in the Facilities Management sector. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer service management. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your leadership skills during interviews. Share specific examples of how you've motivated teams or improved service delivery in previous roles. This will help you stand out as a candidate.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Customer Service Manager in Lambeth
Some tips for your application 🫡
Read the Job Description Carefully: Before you dive into your application, take a moment to really absorb the job description. It’ll help you understand what we’re looking for and tailor your application to highlight your relevant experience.
Showcase Your Experience: When writing your application, make sure to emphasise your experience in managing customer service or helpdesk teams. We want to see how your background aligns with our needs, especially in Facilities Management.
Be Specific About Your Skills: Don’t just list your skills; give us examples of how you’ve used them in past roles. Whether it’s handling escalations or using CAFM systems, specific anecdotes can really make your application stand out.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently, plus you’ll find all the details you need right there!
How to prepare for a job interview at AJ Group Services Ltd
✨Know Your Stuff
Make sure you brush up on your knowledge of facilities management and customer service principles. Understand the key responsibilities of the role, especially around managing a helpdesk and handling maintenance requests. This will show that you're not just interested in the job, but that you genuinely understand what it entails.
✨Showcase Your Leadership Skills
Prepare examples from your past experiences where you've successfully led a team or managed escalations. Highlight how you motivated your team and improved service delivery. This is crucial for a Customer Service Manager role, so be ready to discuss your leadership style and how you handle challenges.
✨Familiarise Yourself with KPIs and SLAs
Since this role involves monitoring performance metrics, make sure you know what KPIs and SLAs are relevant in a facilities management context. Be prepared to discuss how you've used these metrics in previous roles to drive improvements and ensure customer satisfaction.
✨Practice Your Communication Skills
As a key liaison between various stakeholders, strong communication skills are essential. Practice articulating your thoughts clearly and confidently. You might even want to role-play potential scenarios where you have to resolve customer issues or communicate with subcontractors to demonstrate your approach.