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- Tasks: Lead customer care operations and enhance service delivery across our London and Birmingham properties.
- Company: Join Heimstaden Bostad, a leading European residential real estate manager.
- Benefits: Enjoy 25 days holiday, medical insurance, pension scheme, and gym benefits.
- Other info: Be part of a diverse team that values collaboration and innovation.
- Why this job: Make a real impact by enriching lives through exceptional customer service.
- Qualifications: 3-5 years in customer service, with experience in residential or hospitality sectors.
The predicted salary is between 40000 - 50000 £ per year.
Heimstaden Bostad is a European residential real estate manager, with around 157,000 homes across nine countries with a property value of SEK 323 bn. We acquire, develop, and manage properties with an evergreen perspective. Guided by our Scandinavian heritage and values Dare, Care, and Share–mission is to Enrich and simplify lives through Friendly Homes. At Heimstaden, we manage homes with a long-term perspective and a strong focus on service quality.
You will be responsible for ensuring that customer care operations run efficiently, meet defined KPIs and continuously improve. Your responsibilities include:
- Supporting customer care operations across the portfolio, based in Birmingham
- Managing and supporting a small team of Customer Care Specialists and Concierge staff
- Planning and coordinating a structured annual resident events calendar
- Handling resident queries, complaints and escalations, ensuring timely and effective resolution
- Owning and working actively in customer care systems, with focus on response times, resolution rates and quality
- Analysing service data to identify trends and implementing improvements based on insights
- Monitoring performance against KPIs and industry benchmarks, and driving improvements where needed
- Supporting implementation and use of AI and automation tools to improve efficiency
- Working closely with Facility Management, Operations, Leasing and Finance teams to ensure aligned service delivery
- Monitoring and reporting on key metrics such as CSAT, response times and service trends
- Producing structured reports with clear, actionable recommendations
- Managing external communication channels (e.g. Google, Homeviews, chat/forums) in a timely and professional manner
- Maintaining accurate and GDPR-compliant customer data in CRM/PMS systems
- Supporting operational tasks such as viewings, enquiries and resident events when required
You are a structured and hands-on customer care professional who is comfortable taking ownership of both daily operations and performance outcomes. We believe you have:
- 3–5 years of experience in customer service roles
- Experience from BTR, residential, PBSA or hospitality environments
- Strong working knowledge of CRM/ticketing systems and a data-driven approach
- Good technical skills and experience working across multiple systems
- Ability to manage multiple tasks, prioritise effectively and follow through on delivery
- Experience supporting or coordinating small teams is desirable
- Interest or experience in AI/automation tools is an advantage
- Fluent written and spoken English (additional languages are a plus)
At Heimstaden, you’ll be part of a dynamic company that aims to deliver high quality service. We offer a supportive environment with close collaboration between departments and where you will be a great contribution to our continuous success. As an employee at Heimstaden, you will be enrolled to the company benefits scheme with pension, medical insurance, life insurance, income insurance, 25 days holidays and a gym benefit. We conduct background checks as part of our recruitment process. If you have any questions regarding this, you are welcome to contact us! At Heimstaden, we believe diversity makes us stronger. Our inclusive teams reflect the communities we serve, bringing bold ideas and shared passion to create Friendly Homes and shape the future of residential living.
Manager Customer Care in Birmingham employer: Heimstaden
Contact Detail:
Heimstaden Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Manager Customer Care in Birmingham
✨Tip Number 1
Get to know the company inside out! Research Heimstaden Bostad's values and mission. When you understand their focus on service quality and community, you can tailor your conversations to show how you align with their goals.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer care and team management. Think about specific examples from your past experiences that demonstrate your skills in handling queries and improving service delivery.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can leave a lasting impression. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Manager Customer Care in Birmingham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Manager Customer Care role. Highlight your relevant experience in customer service, especially in BTR or hospitality environments, and show us how you align with our values of Dare, Care, and Share.
Showcase Your Data Skills: Since we’re all about improving service quality, don’t forget to mention your experience with CRM systems and data analysis. We want to see how you’ve used data to drive improvements in your previous roles!
Be Personable: In your written application, let your personality shine through! We’re looking for someone who can connect with residents and manage a team effectively, so share any experiences that demonstrate your people skills.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity at Heimstaden!
How to prepare for a job interview at Heimstaden
✨Know Your Customer Care Inside Out
Make sure you understand the ins and outs of customer care operations, especially in a Build-to-Rent context. Familiarise yourself with common KPIs and how they relate to service delivery. This will help you demonstrate your expertise and show that you're ready to take ownership of the role.
✨Showcase Your Team Management Skills
Since you'll be managing a small team, be prepared to discuss your experience in leading and supporting teams. Share specific examples of how you've motivated staff or improved team performance in previous roles. This will highlight your hands-on approach and ability to drive results.
✨Bring Data to the Table
Heimstaden values a data-driven approach, so come equipped with examples of how you've used data to identify trends and implement improvements. Discuss any experience you have with CRM or ticketing systems, and how you've leveraged these tools to enhance customer service.
✨Be Ready for Scenario Questions
Prepare for questions that ask how you'd handle specific customer queries or complaints. Think about your problem-solving strategies and how you would ensure timely resolutions. This will show that you're proactive and capable of maintaining high service standards under pressure.