Chestertons Estate Agents
Senior Customer Service Support Specialist
Location: Islington
Hours: 40 hours per week, Monday - Friday (hybrid role once settling in period has been passed)
Salary: £32,000 per annum
We are currently recruiting for a Senior Customer Service Support Specialist to join our thriving Property Management Department. The ideal candidate will be an experienced customer service professional with a sound understanding of property management workflows. All candidates should be energetic individuals who takes pride in delivering exceptional service levels at all times.
Main duties:
- Respond to complex customer queries, deescalate potential complaints or escalate with speed and professionalism where necessary
• Scrutinise contractor quotes to ensure value and appropriateness for clients
- Support onboarding and development of Customer Service Specialists
- Maintain regular check-ins with Customer Service Specialists and act as their first point of contact for guidance
- Support the Team Leader in proactively fostering a positive relationship with the Property Management department and the wider business
- Collaborate with Senior Property Managers and relevant stakeholders to enhance relationships and achieve positive outcomes for customers and clients
- Ensure customer interactions and case resolutions are fully logged with detailed notes
- Understand and deliver on department KPIs (e.g. call response times, resolution rates, client satisfaction)
- Collaborate with local branch teams and maintain open communication with the wider business
Attributes:
- Exceptional organisational and time-management skills
- Confident communicator, calm under pressure, and focused on de-escalating complaints
- Strong attention to detail and ability to multi-task in a high-volume environment
- Self-aware and continuously seeks to learn, grow, and improve service delivery
- A proactive, energetic team player who leads by example
Measurements:
• Accuracy and completeness of documentation on internal systems • Contributions to training, mentoring, and support within the team
- KPI achievement (FCR, call monitoring, external reviews)
Report job
