Customer Service Manager

at  The Arch Company

ABOUT US

The Arch Company is the UK’s largest small business landlord, serving thousands of business owners who make a unique and vital contribution to the UK economy. The company purchased Network Rail’s former commercial property estate in early 2019 and have a property portfolio of more than 5,000 railway arches, business estates, former station buildings and other properties.
The Arch Company is proud to be the landlord to a diverse, passionate group of small business owners, entrepreneurs and community organisations across England and Wales. The Arch Company shareholders are TT Group and Blackstone Property Partners.
We’re committed to creating a diverse, inclusive, and equitable workplace, so if you’re interested in this job but don’t meet every aspect of the job description, we’d still encourage you to apply. You might be the ideal candidate for this role, or other positions.

KEY ACCOUNTABILITIES

• Leadership: Lead the development and implementation of customer service strategies aligned with company targets. Recruit, train, and manage a team of customer service representatives to ensure high-quality service delivery. Design and implement training programs for the department to enhance team skills and performance.
• Tenant Relations: Act as the primary first point of contact for new leasing enquiries and feedback, ensuring timely resolution and distribution of feedback to the wider company to foster customer centric change.
• Process Improvement: Continuously assess and refine customer service processes to enhance efficiency and effectiveness.Performance Monitoring: Establish team KPIs, collect and assess customer service metrics to identify areas for improvement and inform strategic decisions.
• Collaboration: Work closely with internal stakeholders to address tenant needs and drive operational excellence. Build strong relationships while acting as a liaison between the customer and wider business.Culture: Drive a customer centric culture within the team that can permeate to the wider business.

In our commitment to providing excellent service to all our customers, The Arch Company launched a new enquiries team, dedicated to offering a personalised service, to qualify inbound enquiry calls and generate high intent leads for our internal sales team. We are seeking a dynamic, experienced customer service leader for a pivotal role in expanding this team’s scope across various areas of our business, to drive positive change and overall customer success throughout the entire customer journey. This position presents an exciting opportunity to shape and establish the team from the ground up, by implementing new processes and policies to achieve the best outcomes for our current and potential customers.
As the Customer Service Manager, your primary mission will be to develop a strategic approach to customer service response, including qualifying leads and, over time, other forms of customer contact. You will lead and cultivate the team, providing comprehensive training to ensure adherence to best practices and delivery of a gold-standard customer experience. Your key responsibilities will include managing, developing, and training the team, ensuring that daily tasks, are executed within the required SLAs to the highest standards .
Central to this approach is the continuous emphasis on process improvement and performance monitoring. This entails not only addressing immediate issues but also devising long-term solutions and implementing a strategic plan that aligns with overarching business objectives . By refining existing workflows and vigilantly tracking key metrics, we can improve efficiency, and ensure consistent delivery of a high-quality service. Moreover, it’s imperative to bolster our lead generation efforts, ensuring a consistent refinement of high-quality lead qualification processes.