Client Services Manager- Job Description (New Business Development & Client Services)
Location: Crouch End - Islington - Hampstead
Salary Range:
*£30,000 - £40,000 per annum basic, depending on experience and agency size.
*Potential for performance-based bonuses, typically an additional £10,000 - £20,000 annually.
This is a great opportunity to join North London’s most successful Independent Estate Agencies.
The Client Services Manager will lead the client services team while driving new business development efforts. This role is responsible for managing the client experience, boosting client retention, and developing strategies for customer satisfaction, as well as identifying and converting new business opportunities to increase market share and revenue. The ideal candidate will be proactive, customer-focused, and skilled at managing both client service operations and sales develoment initiatives.
Key Responsibilities:
*Manage, motivate, and train the client services team to achieve service targets and key performance indicators (KPIs).
*Ensure the team is well-informed about market trends, legal requirements, and internal procedures through regular training.
*Monitor and enhance the client experience, ensuring top-tier service and client satisfaction.
*Develop and implement strategies to improve client retention and loyalty.
*Identify and target potential clients (homeowners, landlords, developers) through proactive cold calling, canvassing, and networking.
*Build and manage a pipeline of prospects, converting leads into valuations and new business opportunities.
*Develop and execute creative strategies to generate and capture new leads and re-engage dormant clients.
*Achieve and surpass monthly and quarterly sales targets.
*Ensure compliance with relevant property regulations and industry standards (e.g., ARLA, RICS guidelines).
*Stay updated on the London property market, including trends, pricing, and competitor activity, to inform pitches and client conversations.
*Provide informed and professional advice to clients regarding market conditions and potential opportunities.
*Work closely with the sales and lettings teams to optimize the client experience and ensure effective handovers and follow-ups.
*Develop strategies to enhance cross-selling and upselling opportunities for other agency services.
*Maintain and document client interactions using CRM systems, ensuring records are up-to-date and accurate.
*Prepare and present regular performance reports to senior management.
*Monitor and analyse client feedback to identify areas for improvement in service delivery and business growth strategies.
*Track and report on KPIs, maintaining a data-driven approach to performance management.
Key Skills/Experience:
*Minimum 3-5 years of experience in client services, customer service, or a related role, ideally within the property or estate agency sector.
*Proven track record of managing a team and meeting both service and sales targets.
*Strong leadership, communication, and negotiation abilities.
*Excellent problem-solving skills and the ability to manage multiple priorities.
*Proficiency with CRM systems and Microsoft Office Suite.
*Good understanding of the London property market and estate agency operations.
*Familiarity with relevant property regulations is a plus.
*Highly motivated, target-driven, and proactive.
*Resilient and confident, capable of handling rejection positively.
*Customer-focused mindset with strong interpersonal skills.
*Highly organized with attention to detail.
Additional Information:
*Regular performance-based incentives and opportunities for career progression.
*Flexibility required, including occasional evening or weekend work for client engagements.