Customer Service Team Leader

Customer Service & Administration Manager
Office Based

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.

If you're an experienced people manager who thrives in a fast-paced environment, enjoys solving complex problems, and can confidently lead from the front, we'd love to hear from you.

Due to a very high number of applications, we are unable to come back to every candidate with feedback. If you do not hear from us within 48 hours, please assume that you have been unsuccessful on this occasion. Your CV will be registered with us, and we will keep you updated with any other positions that may be of interest. However please keep checking our website as new roles will be updated daily, Unico Recruitment (London) Ltd wishes you the best of luck in your job search.

Unico Recruitment (London) Ltd operate as an independent recruitment agency with over 20 years of experience supporting clients and candidates nationally across the UK.