At a Glance
- Tasks: Lead and inspire a team to deliver top-notch customer service and resolve complex issues.
- Company: A growing property management company with a focus on exceptional service.
- Benefits: Competitive salary, career development, and a dynamic work environment.
- Other info: Fast-paced role with opportunities for personal and professional growth.
- Why this job: Make a real impact by leading a team and enhancing customer experiences.
- Qualifications: Experience in managing customer service teams and strong communication skills.
The predicted salary is between 30000 - 40000 £ per year.
Our client, a well-established and growing property leasehold management company, is looking to appoint an experienced Customer Service & Administration Manager to lead a busy team delivering exceptional service to leaseholders, clients and stakeholders. This is a hands-on management role where you'll oversee a team of six customer service and administration professionals, working closely alongside another Manager/Team Leader to ensure operational excellence across the department. We're looking for a confident, proactive manager who isn't afraid to make difficult decisions, manage performance, and take ownership of complex customer issues. This role requires someone who can professionally handle escalated complaints, balancing empathy with commercial awareness and company policy rather than simply trying to please everyone.
Key Responsibilities
- Lead, motivate and develop a team of six Customer Service and Administration professionals.
- Work collaboratively with a fellow Manager/Team Leader to ensure smooth day-to-day operations.
- Manage workflows, priorities and service standards across the department.
- Take ownership of complex and escalated customer complaints through to resolution.
- Support, coach and develop team members to achieve high levels of performance and accountability.
- Monitor KPIs, service levels and productivity, implementing improvements where required.
- Identify opportunities to streamline processes and improve the customer journey.
- Ensure compliance with company procedures and industry regulations.
- Build strong working relationships with internal departments, clients and external stakeholders.
About You
- Previous experience managing a customer service and/or administration team.
- Ideally from a property management, leasehold, housing, legal, financial services or similarly regulated environment.
- Confident dealing with challenging conversations and high-level customer complaints.
- Resilient, decisive and solutions-focused with the ability to make balanced decisions.
- A proactive leader who takes ownership and drives continuous improvement.
- Strong organisational skills with the ability to manage multiple priorities.
- Excellent communication skills, both written and verbal.
- Comfortable coaching, motivating and holding people accountable.
- Strong IT skills, including Microsoft Office and CRM/case management systems.
If you're an experienced people manager who thrives in a fast-paced environment, enjoys solving complex problems, and can confidently lead from the front, we'd love to hear from you.
Due to a very high number of applications, we are unable to come back to every candidate with feedback. If you do not hear from us within 48 hours, please assume that you have been unsuccessful on this occasion. Your CV will be registered with us, and we will keep you updated with any other positions that may be of interest. However please keep checking our website as new roles will be updated daily.
Unico Recruitment (London) Ltd wishes you the best of luck in your job search. Unico Recruitment (London) Ltd operate as an independent recruitment agency with over 20 years of experience supporting clients and candidates nationally across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader in Borehamwood
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Unico Recruitment London. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Unico Recruitment London before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Team Leader in Borehamwood
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Unico Recruitment London:Your cover letter is your chance to shine! Tell us why you want to work at Unico Recruitment London specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Unico Recruitment London!
How to prepare for a job interview at Unico Recruitment London
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
