At a Glance
- Tasks: Lead and manage field operations for lift and escalator services while building strong customer relationships.
- Company: Join WeMaintain, a tech-driven company transforming building maintenance with care and innovation.
- Benefits: Supportive environment, career growth opportunities, and a chance to make a real impact.
- Other info: Diversity and inclusivity are celebrated; we want to hear your unique story!
- Why this job: Shape the future of maintenance in a dynamic team that values your ideas and contributions.
- Qualifications: Experience in managing service teams and strong communication skills are essential.
The predicted salary is between 36000 - 60000 £ per year.
Our Mission is 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.
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.
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
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
How to Apply? We carefully read every application. Tell us who you are, what draws you to this role, and what you'd like to build with us. What we value most is drive, curiosity, and potential — not a perfect resume. To apply, just click the “Apply” button below and answer a few short questions. It’s quick and helps us get to know you better. 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.
Recruitment Process:
- Phone interview with Recruitment lead - 30 minutes
- Face to face interview with Senior management - 1 hour
Customer Support Manager in London employer: WeMaintain
At WeMaintain, we pride ourselves on fostering a supportive and collaborative work culture that embodies our core values of Care, Grit, and Uniqueness. As a Customer Support Manager, you will have the opportunity to lead dynamic teams in a fast-paced environment while driving meaningful change in the building maintenance industry. With a strong focus on employee growth and development, we offer a platform for you to express your ideas and make a significant impact in a company dedicated to innovation and excellence.
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
Practice your pitch! Be ready to explain how your experience aligns with the role of Customer Support Manager. Highlight your leadership skills and how you've successfully managed teams in the past.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider insights and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to follow up! After interviews, send a quick thank-you note expressing your appreciation for the opportunity. It shows your enthusiasm and keeps you fresh in their minds.
We think you need these skills to ace Customer Support Manager in London
Some tips for your application 🫡
Be Yourself:When you're writing your application, let your personality shine through! We want to know who you are beyond your qualifications. Share your passion for the role and what excites you about joining our team.
Tailor Your Application:Make sure to customise your application to reflect how your skills and experiences align with the Customer Support Manager role. Highlight your leadership experience and any relevant technical knowledge that fits our mission at WeMaintain.
Showcase Your Values:We care deeply about our values: Care, Grit, and Uniqueness. In your application, give examples of how you've embodied these values in your previous roles. This will help us see how you fit into our culture!
Keep It Concise:While we love a good story, keep your application clear and to the point. Focus on the key achievements and experiences that make you the perfect fit for the role. Remember, quality over quantity!
How to prepare for a job interview at WeMaintain
✨Know the Company Inside Out
Before your interview, dive deep into WeMaintain's mission and values. Understand how they combine technology with engineering expertise to enhance building maintenance. This knowledge will help you align your answers with their goals and show that you're genuinely interested in being part of their journey.
✨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 your people-first approach and how you've developed team members to achieve their best.
✨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 understand the technical aspects will reassure them that you can lead field operations effectively.
✨Emphasise Customer Relationship Management
Since building strong customer relationships is key, think of specific instances where you've improved customer satisfaction or handled complaints effectively. Be prepared to discuss how you would manage service delivery performance and identify opportunities for growth within contracts.
