Customer Service Manager

Location: North Kensington

Customer Services Manager

Permanent | Full-Time

A fantastic opportunity has arisen for an experienced Customer Services Manager to lead the day‑to‑day coordination of facilities and service delivery across a busy, complex campus environment.

You’ll be the central point of contact for all customer service activity, ensuring enquiries, reactive tasks and service requests are handled quickly, accurately and professionally. This role is perfect for someone who thrives in a fast‑paced operational setting and enjoys improving processes, leading teams and driving service excellence.

Key Responsibilities

* Lead and develop the frontline customer service team.

* Manage Helpdesk activity, ensuring accurate logging, triage and communication.

* Oversee reactive task routing, CAFM data quality and customer updates.

* Produce service reports, analyse trends and identify improvement opportunities.

* Coordinate planned and statutory maintenance with internal teams and contractors.

* Support compliance activities, including certification tracking and follow‑up actions.

* Prepare clear, consistent building and service communications.

* Support events, operational readiness and change management activities.

What We’re Looking For

* Experience managing a customer‑focused team in a complex environment.

* Strong Helpdesk management experience.

* Confident in reporting, data analysis and performance monitoring.

* Excellent communication and stakeholder‑management skills.

* Ability to work collaboratively across multiple operational teams