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- Tasks: Lead and manage field operations for lift and escalator services while building strong customer relationships.
- Company: Join WeMaintain, a forward-thinking company revolutionising building maintenance with technology.
- Benefits: Enjoy a supportive environment, career growth, and the chance to make a real impact.
- Other info: Diversity and inclusivity are celebrated; all backgrounds are encouraged to apply.
- Why this job: Shape the future of maintenance in a dynamic team that values care, grit, and uniqueness.
- Qualifications: Strong communication and leadership skills, with experience in service management.
The predicted salary is between 40000 - 50000 £ per year.
Our Mission: To place the best of human and technology at the heart of building maintenance. By combining the expertise of engineers in the field with the agility of technology, we aspire to be a major player in facilitating economic, digital, environmental, and social transitions for the better, particularly with the advent of smart buildings. We are convinced that combining technology and innovation to enhance technical professions will be successful by granting autonomy, time, and recognition to engineers—the true experts in the field—and is essential for successful performance. This is why we develop hardware and software solutions to provide real-time, reliable, and comprehensive data to optimize building management.
Everything in the company is built around its values: Care, Grit, and Uniqueness. We apply them daily within our teams and with our clients and partners. WeMaintain's mission is to drive the transformation of building operations with our unique end-to-end platform. Join our dynamic and energetic team as we shape the future of maintenance.
Why Join Us? At WeMaintain, we are committed to embodying each of our values in our daily work: Care, in every interaction with our clients and colleagues. Grit, in our determination to always go above and beyond and deliver superior quality products. Uniqueness, in our goal to always enable everyone to feel comfortable expressing their opinions and testing their ideas to transform our industry. Join our team and help shape the future of maintenance while working in a supportive and collaborative environment. If you are ready to make an impact and drive change in a growing company, we would love to get to know you. Join us at WeMaintain and be part of our journey to revolutionize the industry!
Who Are We Looking For? We are seeking an experienced and driven Customer Support Manager to lead our lift and escalator service operations. This role is responsible for managing day-to-day field operations, overseeing service and maintenance teams, and building strong customer relationships. The ideal candidate combines technical understanding of the lift industry with strong leadership, planning, and client-facing skills.
What Will Your Future Role Be?
- Field Operations Management
- Lead, manage, and support field engineers and technicians across service, maintenance, and repair activities
- Plan and coordinate workloads, schedules, and resource allocation to meet service targets and SLAs
- Monitor job quality, productivity, and safety compliance across all field activities
- Ensure adherence to statutory regulations, safety standards, and company procedures
- Support recruitment, onboarding, and ongoing development of field staff
- Conduct performance reviews, toolbox talks, and technical guidance sessions
- Act as escalation point for complex technical and operational issues
- Customer Relationship Management
- Serve as a primary operational contact for key customers and contracts
- Build and maintain strong, long-term customer relationships
- Manage service delivery performance against contract requirements
- Handle escalations, service concerns, and customer complaints promptly and professionally
- Attend customer meetings, site reviews, and performance reviews
- Identify opportunities for service improvements and contract growth
- Operational & Commercial Control
- Track KPIs including response times, first-time fix rates, callbacks, and customer satisfaction
- Work closely with sales and commercial teams to support renewals and variations
- Control operational costs, overtime, and materials usage
- Support quotation reviews and technical scope validation where required
- Prepare operational reports for senior management
- Health, Safety & Compliance
- Promote a strong safety culture across all field teams
- Ensure risk assessments and method statements are followed
- Investigate incidents and implement corrective actions
- Maintain compliance with lift industry standards and regulatory requirements
You Are the Right Person for Us If:
- Essential
- Strong communication skills with the ability to engage confidently with engineers, customers, and senior stakeholders
- Proven experience managing and leading field-based or mobile service teams
- Commercial awareness, with experience balancing service delivery, cost control, and contract performance
- Ability to plan, prioritise, and manage multiple operational demands
- Leadership presence with a people-first approach to team development
- Experience working in fast-paced, service-driven environments
- Desirable (Not Essential)
- Industry qualifications in lift engineering or related discipline
- Knowledge of relevant lift and safety standards
- Experience managing service contracts and SLAs
At WeMaintain, we celebrate diversity, encourage personal growth, and are committed to inclusivity. Whatever your background, journey, or identity — we warmly encourage you to apply.
Customer Support Manager in London employer: WeMaintain | Certified B Corp
Contact Detail:
WeMaintain | Certified B Corp Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Manager in London
✨Tip Number 1
Get to know the company inside out! Research WeMaintain's mission, values, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their journey.
✨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 support management. Think about how your experience aligns with their focus on care, grit, and uniqueness—these are key to impressing them!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can keep you fresh in their minds. Plus, it shows you care about the opportunity!
We think you need these skills to ace Customer Support Manager in London
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the role shine through! We want to see how much you care about customer support and the lift industry. Share your experiences that highlight your grit and uniqueness.
Tailor Your CV: Make sure your CV is tailored to the Customer Support Manager role. Highlight relevant experience in managing field operations and building customer relationships. We love seeing how your skills align with our mission and values!
Be Clear and Concise: Keep your application clear and to the point. Use bullet points where possible to make it easy for us to read. Remember, we’re looking for strong communication skills, so show us you can convey your thoughts effectively!
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 don’t miss any important updates. Plus, it shows you’re keen on joining our team at WeMaintain!
How to prepare for a job interview at WeMaintain | Certified B Corp
✨Know the Company Inside Out
Before your interview, make sure you understand WeMaintain's mission and values—Care, Grit, and Uniqueness. Familiarise yourself with their approach to combining technology and engineering in building maintenance. This will help you align your answers with what they value most.
✨Showcase Your Leadership Skills
As a Customer Support Manager, you'll need to demonstrate strong leadership abilities. Prepare examples from your past experiences where you've successfully managed teams or resolved conflicts. Highlight how you’ve supported team development and fostered a positive work environment.
✨Prepare for Technical Questions
Brush up on your technical knowledge related to the lift industry. Be ready to discuss safety standards, compliance, and operational challenges. Showing that you can handle complex technical issues will set you apart as a candidate who understands the field.
✨Engage with Customer Relationship Scenarios
Expect questions about managing customer relationships and handling complaints. Prepare scenarios where you've turned a negative customer experience into a positive one. This will showcase your ability to build long-term relationships and improve service delivery.