Senior Customer Service & Experience Manager

Work with marketing and operations teams to encourage positive resident feedback. Work with property management teams to help address resident concerns and follow up on feedback.

• Experience in hospitality and/or residential front of house
• Experience in front of house customer service or customer experience and/or operational roles in real estate.
• Experience in managing multi-channel customer service operations (e.g., digital, phone, in-person).

• Understanding of customer experience frameworks and service design.
• Proficiency in CRM systems, customer feedback tools, and data analytics platforms.
• Strong communication and interpersonal skills.
• Knowledge of relevant regulatory and compliance requirements in customer service and real estate management.

• Passionate about delivering exceptional customer experience and exceptional operations.
• Must be a team player with a willingness to help others.

• Find opportunities to collaborate with others across the business to achieve shared goals.
• Encourage inclusive networks and treat others with respect and fairness.
• Use knowledge to work effectively with suppliers/contractors to meet shared goals.
• Confident in making decisions appropriate to the role.
• Learn from mistakes and listen to constructive feedback to improve performance.
• Prioritise safety and actively support community, wellbeing and sustainability programmes.

We recognise the importance of embracing diverse experience, skills and perspectives at all levels and operating in an inclusive working environment, in order for everyone to reach their full potential. We also recognise that it makes business sense, since being an inclusive employer leads to better business performance and higher levels of employee engagement and satisfaction. We welcome applicants with diverse backgrounds, perspectives and skills and are committed to fostering a culture whereby everyone can reach their full potential.

At Canary Wharf Group, our employees receive a wide range of support to help improve their skills and achieve their career goals. We offer development opportunities through classroom and e-learning training, mentoring, cross department experience and on the job learning. We heavily invest in our staff attaining accreditations to develop existing and new skills, support chartered status, sponsorships and provide further educational opportunities which are job and business related. We never stand still and continually invest in developing skills and knowledge to ensure individual and company growth.

Canary Wharf Group (CWG) is the developer of the largest urban regeneration project in Europe. CWG develops, manages and currently owns interests in approximately 9 million square feet of mixed-use space and over 1,100 Build to Rent apartments. CWG is the largest sustainable developer in the UK and also excels operationally as it purchases 100% electricity from renewable sources since 2012 and zero waste to landfill since 2009. CWG has created a 24/7 city where people can live, work and thrive on the Canary Wharf estate and enjoy all the benefits: great transport links, access to green spaces and waterside living; and a wide range of amenities including an award-winning arts and events programme. Canary Wharf’s retail offering comprises over 300 shops, including grocery stores, pharmacies, health clubs, bars and restaurants, all within 15 minutes’ walk. The Company’s current £2bn construction activity and pipeline includes more than 500k sq ft NIA of commercial properties and over 2,300 new homes for sale and rent.