Customer Experience Manager

Customer Experience Manager

Permanent £50,000-£55,000 + Up to £10,000 Discretionary Performance Bonus

Location: South London Office-based

We're partnering with an innovative and growing property business to appoint an experienced Customer Manager to lead its customer-facing function across an expanding residential portfolio.

This is an excellent opportunity for a commercially minded people leader to take ownership of the customer journey, develop a high-performing team and drive both occupancy and service standards across the business.

Operating across London and the South East, the organisation manages a substantial portfolio of alternative residential accommodation and has established a strong reputation for operational excellence, customer service and creating well-managed resident communities.

The opportunity

As Customer Manager, you'll lead the day-to-day operations of the Customer Team, ensuring consistently high standards across every stage of the resident journey, from initial enquiry and viewing through to onboarding, ongoing support and move-out.

You'll combine people leadership with a strong commercial focus, taking ownership of occupancy performance, customer satisfaction and departmental KPIs while identifying opportunities to improve processes and ways of working.

This is a hands-on role for someone who enjoys developing people, solving problems and creating customer experiences that deliver measurable results for the wider business.

Key responsibilities

You'll play a key role in driving customer and operational performance by:

• Leading and managing the day-to-day activities of the Customer Team.
• Coaching, mentoring and supporting Property Managers and Customer Support colleagues to consistently deliver excellent service.
• Monitoring individual and team performance through regular one-to-ones, coaching and KPI reviews.
• Creating a positive, accountable and high-performing team culture.
• Driving and maintaining high occupancy levels across the property portfolio.
• Maintaining a consistent pipeline of suitable applicants and supporting marketing initiatives to attract new residents.
• Monitoring viewing activity, conversion rates and void performance, working closely with Property Managers to improve occupancy across more challenging properties.
• Overseeing the customer journey, including viewings, onboarding, move-ins, ongoing communications and move-outs.
• Acting as an escalation point for complex customer matters and resolving complaints professionally and effectively.
• Monitoring customer satisfaction and identifying opportunities to continually improve service standards.
• Taking ownership of departmental KPIs, including occupancy, response times and customer satisfaction.
• Producing regular performance reporting for senior management.
• Identifying and implementing improvements to customer processes and operational efficiencies.
• Working closely with senior leadership to introduce new initiatives and improve ways of working across the business.

About you

You'll be an experienced customer-focused people manager with excellent organisational skills and the ability to balance exceptional service with commercial performance.

You will also have:

• Previous experience managing or leading a customer-facing team.
• Strong people management, coaching and team development skills.
• Excellent organisational skills with the ability to manage multiple priorities.
• A commercial mindset with an understanding of how customer experience contributes to wider business performance.
• Strong communication and relationship-building skills.
• Confidence handling difficult conversations, escalations and complex customer issues.
• The ability to remain calm, pragmatic and solutions-focused under pressure.
• Excellent attention to detail while maintaining a strategic overview.
• A proactive approach and continuous improvement mindset.
• A genuine passion for delivering outstanding customer service.
• Experience within property, housing or residential management would be advantageous.
• Experience using CRM systems such as HubSpot or similar platforms would also be beneficial.

What will success look like?

Within your first three months, you'll be focused on:

• Establishing a well-organised, engaged and high-performing Customer Team.
• Improving and maintaining occupancy levels across the portfolio.
• Embedding clear performance measures and accountability within the team.
• Strengthening the support provided to Property Managers.
• Delivering consistently high levels of customer satisfaction.
• Identifying opportunities to improve customer processes and operational performance.

Why Apply?

This is a fantastic opportunity to take ownership of a key customer function within a growing and forward-thinking property organisation, with genuine scope to influence how the team and customer experience continue to develop.

In return, you'll benefit from:

• £50,000-£55,000 salary.
• Discretionary annual performance bonus of up to £10,000.
• 25 days' annual leave plus your birthday off.
• Additional annual leave with length of service, up to five extra days.
• One-month paid sabbatical after five years' service.
• Workplace nursery benefit.
• Pension scheme.
• Employee referral bonuses.
• Regular team socials and company events.
• Health and wellbeing initiatives.
• Membership and wellness benefits.
• A high-impact management role with genuine autonomy and the opportunity to influence customer and commercial performance.

Please note: this is an office-based position in South London and does not offer remote working.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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