Customer Experience Manager

@Druce; City Of London; On-site; GBP 30,000 - 60,000

Job description

Druce & Co (International) Limited | Full time

Customer Experience Manager

London, United Kingdom | Posted on 04/02/2025

@Druce is evolving, and we’re recruiting for the best in the market to be part of the journey.

As the only 200 year old “start up” in London, we get it – we’re not like the rest. That’s why we need people like you (committed to action and highly ambitious) to join us as we develop a market leading platform. By offering our clients full property service from new homes to management, we have strong objectives to position ourselves at the forefront of the London market.

We are only just starting to unlock the potential of what @Druce is capable of, and our Customer Experience Manager is going to help us achieve this together. This role is highly valuable to our success, and we are incredibly excited to introduce this opportunity to the market for the very first time.

The role

We are on the lookout for an experienced Customer Service/ Solutions Manager from a hospitality background to lead a brand new team of Customer Solutions Advisors. The best part? No real estate knowledge is required!

The role is based full time onsite at our Head Office based in Ladbroke Grove.

With a passion for the overall customer experience and a natural flair for leading and developing future stars, the Customer Experience Manager will lead and develop a team of Customer Solutions Advisors to provide the highest level of customer service and support to our branch network in London.

• Lead and develop the Customer Solutions team, fostering professional growth and operational excellence
  
• Manage team rota to ensure there is always coverage across the branch network
  
• Coordinate weekly one on ones, quarterly reviews and yearly evaluations as part of ongoing team development
  
• Act as first point of escalation for disputes/ difficult customer enquiries
  
• Review, improve and then train the team on optimal offline customer journey
  
• Generate weekly and monthly reports for senior management, spotlighting team achievements and identifying growth opportunities
  
• Liaise with internal L & D team in relation to training and upskilling areas for the team
  
• Develop systems and processes to monitor customer satisfaction, proposing and implementing improvements
  

The person

@Druce we’re different – and that means we attract different people. Our people are highly accountable, take action and always demonstrate a customer first approach. We don’t sit back and wait for the change; we make it ourselves – that’s what sets us apart.

We’re looking for someone who thrives off leading a team and providing the best customer service possible! If you have a passion for developing junior teams, and you are interested in using this skill in a new industry, then this is the role for you.

Here’s what we’re on the lookout for:

• Proven leadership in a front of house or hospitality environment
  
• Excellent organisational and communication skills to effectively manage training schedules
  
• Decisive leadership with a proactive approach to team management
  
• Experience in educational training or professional development in a business context
  
• The ability to adapt and problem solve under pressure
  
• Proficiency in Microsoft Office and general IT proficiency
  
• Ability to inspire a team to deliver expectations and deliver superior customer service
  
• Exceptional communication skills, with a friendly and effective demeanour
  
• Strong interpersonal skills focused on customer satisfaction
  

What’s in it for you?

Aside from an opportunity to embed yourself in the exciting developments we’re working on @Druce, this is an exceptional opportunity to set yourself apart from the standard real estate journey.

However, we truly believe the success of what we’re doing is underpinned by our people, and with hard work comes reward. So, what’s in it for you?

• Above market basic salary
  
• Generous annual leave, increasing annually with tenure
  

As an equal opportunities employer, Druce is committed to the equal treatment of all current and prospective employees and does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.