Our client, a well-established and growing property leasehold management company, is looking to appoint an experienced Customer Service & Administration Manager to lead a busy team delivering exceptional service to leaseholders, clients and stakeholders.

This is a hands-on management role where you'll oversee a team of six customer service and administration professionals, working closely alongside another Manager/Team Leader to ensure operational excellence across the department.

We're looking for a confident, proactive manager who isn't afraid to make difficult decisions, manage performance, and take ownership of complex customer issues. This role requires someone who can professionally handle escalated complaints, balancing empathy with commercial awareness and company policy rather than simply trying to please everyone.

Key Responsibilities

• Lead, motivate and develop a team of six Customer Service and Administration professionals.
• Work collaboratively with a fellow Manager/Team Leader to ensure smooth day-to-day operations.
• Manage workflows, priorities and service standards across the department.
• Take ownership of complex and escalated customer complaints through to resolution.
• Support, coach and develop team members to achieve high levels of performance and accountability.
• Monitor KPIs, service levels and productivity, implementing improvements where required.
• Identify opportunities to streamline processes and improve the customer journey.
• Ensure compliance with company procedures and industry regulations.
• Build strong working relationships with internal departments, clients and external stakeholders.

About You

• Previous experience managing a customer service and/or administration team.
• Ideally from a property management, leasehold, housing, legal, financial services or similarly regulated environment.
• Confident dealing with challenging conversations and high-level customer complaints.
• Resilient, decisive and solutions-focused with the ability to make balanced decisions.
• A proactive leader who takes ownership and drives continuous improvement.
• Strong organisational skills with the ability to manage multiple priorities.
• Excellent communication skills, both written and verbal.
• Comfortable coaching, motivating and holding people accountable.
• Strong IT skills, including Microsoft Office and CRM/case management systems.