Customer Service Supervisor

London Source: WhatJobs

See advert for pay

Monday to Friday, office-based (Victoria) with estate visits

Troika Recruitment is delighted to be partnering with a leading property services provider to recruit a Customer Services Supervisor to lead a brand-new, dedicated Customer Services function for one of London's most prestigious residential and commercial estates.

This is a rare opportunity to take the lead on a newly created service from day one and shape a genuinely high-end, concierge-style helpdesk for an exceptional portfolio of homes and buildings across Belgravia and Mayfair.

The Opportunity

Our client is transforming how its top-tier residents and occupiers experience service. Instead of passing through call centres and multiple contractors, clients will have one trusted, accountable point of contact who takes ownership of every request, from a light bulb out to more complex maintenance and property issues, and sees it through to resolution.

The service will initially look after a select group of VIP clients before expanding across the wider residential, commercial and retail portfolio. As Supervisor, you'll be central to building it, and there's real scope to grow with it.

The Role:

Set up and establish the helpdesk function, including processes, workflows, response times and KPIs
Set the tone and service standards for a brand-new, high-end offering
Support and develop the Customer Services Executive
Lead team huddles and operational meetings
Act as the key liaison with senior management and the facilities team
Act as the first point of contact for high-profile residents, their households and representatives
Take ownership of requests and issues, triaging maintenance jobs and allocating work to contractors and the facilities management team
Follow every job through to completion, keeping clients updated at each stage
Build strong, lasting relationships with residents and their staff
Visit residences and buildings across the estate as the service develops
Maintain accurate records to support reporting and continuous service improvement
Help shape and grow the service, and the team, as it expands across the estate

About You

We're looking for an exceptional service professional who also understands property maintenance. You'll be equally comfortable reassuring a VIP resident and talking through a reactive repair with an engineer or contractor.

You’ll have:

Experience in property or building maintenance, for example on a helpdesk, in facilities management, estate management or luxury residential building management (essential)
Experience of leading or developing others, for example as a helpdesk supervisor, head concierge, guest relations manager or front-of-house team leader
A background in luxury residential concierge, aftercare, 5-star hotel guest relations, private client services or premium corporate front of house
A track record of looking after high-net-worth or VIP clients with discretion and confidence
Excellent spoken and written English, with a polished and articulate telephone manner
A proactive, "cradle to grave" approach to resolving problems
Immaculate presentation and a natural warmth with people
Strong organisation and admin skills, and confidence using CAFM, logging or helpdesk systems

Experience of setting up or launching a helpdesk function, or mobilising a new contract, would be a real advantage.