Location
Chapter Kings Cross, London

Hours
Nights, including weekend shifts

Salary
Negotiable

About the Role
The Customer Service Manager plays a key role in delivering an exceptional resident experience to achieve occupancy and retention goals. Leading by example, you will help build a vibrant, safe, and welcoming community that residents enjoy being part of. You will act as a role model by demonstrating core company values and lead weekend shifts. Your responsibilities include promoting resident engagement with services, activities, and events, proactively interacting with residents to improve service delivery, and ensuring timely responses to questions, requests, and complaints. You will investigate and resolve resident concerns, manage community social media updates, and stay informed on social media marketing trends to enhance resident communication. Additionally, you will develop and maintain local knowledge relevant to resident needs, contribute insights to the wider management team, monitor competitor customer experience developments, and assist with marketing activities to promote the property. Working closely with the management team, you will support leasing and occupancy targets, develop team capabilities, contribute to policy and procedure improvements, and assist with health and safety compliance. Participation in an on-call roster for out-of-hours emergency support is also required.

Experience
Previous experience in customer service or property management is beneficial but not mandatory. Training will be provided for property operations systems.

About you
You are a proactive and approachable leader who values resident satisfaction and team development. You demonstrate strong communication skills, are comfortable engaging with residents and colleagues, and have a good understanding of social media marketing trends. You are committed to maintaining a safe and welcoming community environment and can manage multiple responsibilities effectively, including weekend and night shifts.

Qualifications
A good level of general education is required. Proficiency in Microsoft Office applications including Word, Excel, and Outlook is essential. Experience with property operations systems is desirable but not required as training will be provided.