Chestertons Estate Agents
Senior Customer Service Support Specialist
Location: Islington
Hours: 40 hours per week, Monday - Friday (hybrid role once settling in period has been passed)
Salary: £32,000 per annum
We are currently recruiting for a Senior Customer Service Support Specialist to join our thriving Property Management Department. The ideal candidate will be an experienced customer service professional with a sound understanding of property management workflows. All candidates should be energetic individuals who takes pride in delivering exceptional service levels at all times.

• Respond to complex customer queries, deescalate potential complaints or escalate with speed and professionalism where necessary

  • Scrutinise contractor quotes to ensure value and appropriateness for clients

• Support onboarding and development of Customer Service Specialists

• Maintain regular check-ins with Customer Service Specialists and act as their first point of contact for guidance
• Support the Team Leader in proactively fostering a positive relationship with the Property Management department and the wider business
• Collaborate with Senior Property Managers and relevant stakeholders to enhance relationships and achieve positive outcomes for customers and clients
• Ensure customer interactions and case resolutions are fully logged with detailed notes
• Understand and deliver on department KPIs (e.g. call response times, resolution rates, client satisfaction)
• Collaborate with local branch teams and maintain open communication with the wider business