Senior Customer Service Support Specialist

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Location: Islington

Hours: 40 hours per week, Monday - Friday (hybrid role once settling in period has been passed)

Salary: £32,000 per annum

We are currently recruiting for a Senior Customer Service Support Specialist to join our thriving Property Management Department. The ideal candidate will be an experienced customer service professional with a sound understanding of property management workflows. All candidates should be energetic individuals who take pride in delivering exceptional service levels at all times.

Main duties:

• Respond to complex customer queries, deescalate potential complaints or escalate with speed and professionalism where necessary
• Scrutinise contractor quotes to ensure value and appropriateness for clients
• Support onboarding and development of Customer Service Specialists
• Maintain regular check-ins with Customer Service Specialists and act as their first point of contact for guidance
• Support the Team Leader in proactively fostering a positive relationship with the Property Management department and the wider business
• Collaborate with Senior Property Managers and relevant stakeholders to enhance relationships and achieve positive outcomes for customers and clients
• Ensure customer interactions and case resolutions are fully logged with detailed notes
• Understand and deliver on department KPIs (e.g. call response times, resolution rates, client satisfaction)
• Collaborate with local branch teams and maintain open communication with the wider business

Attributes:

• Exceptional organisational and time-management skills
• Confident communicator, calm under pressure, and focused on de-escalating complaints
• Strong attention to detail and ability to multi-task in a high-volume environment
• Self-aware and continuously seeks to learn, grow, and improve service delivery
• A proactive, energetic team player who leads by example

Measurements:

• Accuracy and completeness of documentation on internal systems
• Contributions to training, mentoring, and support within the team
• KPI achievement (FCR, call monitoring, external reviews)

About The Company

Chestertons: Established for over 200 years, Chestertons is a successful London-based estate agency with over 30 branches across the capital. We are a highly-respected authority on London property and take pride in our reputation as an innovative and dynamic business.

Campions: Campions is one of the fastest growing sales and lettings agency groups in the UK. It currently includes the Chestertons, Chase Buchanan, Retirement Homesearch and Campions Lettings & Management brands which collectively sell, rent and manage thousands of properties across the country every year.

Perks That Make a Difference:

Benefits: Employee assistance programme, competitive holiday allowance + public holidays, charity matching and payroll giving, contribution towards eye care tests, annual flu vaccination vouchers, birthday leave, health cash plan plus a range of other additional benefits that are linked to specific job grades.

We are an equal opportunities employer, we welcome applications from everyone who is excited by the opportunity to join us. At Campions, we are committed to creating a diverse and inclusive workplace. We will thoroughly consider all applications without attention to ethnicity, religion, sexual orientation, gender, identity, family or parental status, national origin, veteran status, neurodiversity status, or disability status.