Customer Service Manager - Tucker Gardner : Job Details

Job DescriptionAre you ready for that next step in your management career?We have an exciting opportunity for a Customer Service Manager to join an already successful team of Property Management professionals within the Tucker Gardner brand.As Customer Service Manager, you will lead a team of letting specialists, managing upwards of 2,500 properties, at our Great Shelford Property Management Centre (PMC). Specialising in residential lettings, the teams typically consist of between 15 – 25 people, including Team Managers, Senior Property Managers and Property Managers.The Customer Service Manager will be responsible for driving the business forward, being a direct communication channel for the branch network and setting expectations for excellent service delivery from the team.Customer Service Manager responsibilities:This role is positioned within the property management centre but involves collaboration with the branch network, Operations and senior leadership. You will provide clear direction and effective management, seeking to continuously improve your service delivery, ensuring it provides a market leading, legally compliant and customer focused service for our Landlords and Tenants. Your responsibilities will include:

• Take overall responsibility for the results, performance, effectiveness, and efficiency of your team, ensuring they are conducting their roles in-line with their individual duties and responsibilities
• Empower your Team Managers to get the best from their teams, through effective coaching and driving development
• Drive a culture of the customer being at the heart of your team’s day, motivating outbound calling and email backups, using reports to understand and drive call performance
• Ensure your property management team are appropriately structured, resourced, supported, and trained, and take accountability for providing an effective and efficient service to all customers.
• Champion and ensure compliance with all current legislation and internal policies and procedures, including checking the compliance of GSRs and EICRs, minimising audit failures, assisting with corrective action as needed
• Take overall responsibility for ensuring your PMC is operating under current processes, procedures, and legislation for property management, lettings and for the wider business. This includes FSA compliance and Health and Safety within the workplace.

Customer Service Manager skills and experience required:

• Demonstrable experience in a customer service leadership role.
• Experience of managing a team and developing individuals.
• Strong commercial awareness and insight.
• Resilient, able to adapt to change quickly.
• Great problem-solving skills.
• Full driving license.

Benefits include for a Customer Service Manager:

• Life insurance / Car Lease scheme
• Colleague discount scheme! / Perks at work and gym discount
• Aviva Digicare+ and private medical scheme / Employee Assistance Programme

Connells Group, one of the largest and most successful estate agency and property services providers in the UK. Founded in 1936 and with a network or over 1,250 branches, the Group combines residential sales and lettings expertise with a range of services including new homes, mortgage services, surveying, conveyancing and more!Connells Group UK is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.CC00553