Administration Team Leader – Customer Service Manager

About the role

We are seeking an Administration Team Leader to manage a busy customer service and administration team for a growing property leasehold management company. This hands‑on role involves overseeing six professionals, handling escalated complaints, and ensuring operational excellence across the department.

Key responsibilities

• Lead, motivate and develop a team of six customer service and administration staff.
• Collaborate with a fellow manager/team leader to maintain 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.
• Coach and develop team members to achieve high performance and accountability.
• Monitor KPIs, service levels and productivity, implementing improvements as needed.
• Identify opportunities to streamline processes and enhance the customer journey.
• Ensure compliance with company procedures and industry regulations.
• Build strong relationships with internal departments, clients and external stakeholders.

Required profile

• Previous experience managing a customer service and/or administration team, preferably in property management, leasehold, housing, legal, or financial services.
• Confident handling of challenging conversations and high‑level customer complaints.
• Resilient, decisive and solutions‑focused with balanced decision‑making ability.
• Proactive leader who drives continuous improvement.
• Strong organisational skills with the ability to manage multiple priorities.
• Excellent written and verbal communication skills.
• Comfortable coaching, motivating and holding people accountable.

Required skills

• Microsoft Office
• CRM / case management systems