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Manager Customer Service

Kent, England, United Kingdom
March 26, 2019

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Sarah Jane Ray



Conscientious, hard working & trustworthy individual. Ability to work under pressure and works extremely well within a team. An effective communicator who positively demonstrates the skills needed to provide efficient support within a team. Highly organised and able to prioritise personal workload through forward thinking and planning with a 'can do' approach. Flexible approach to days and hours of work, and would welcome the opportunity to build on existing skills and knowledge.


May 2011 – Present Berkeley Homes St Edwards – Property Developer

Senior Customer Relations Manager

Prior to my promotion, I was the main contact for purchasers, both UK and overseas based, through the complete customer journey from exchange of contracts through to completion and for two years during the warranty period. Duties outside of this included warranty inspections of properties during build stage prior to legal completion. Operative, Administrative and contractor organisation and supervision. Working to tight deadlines and meeting key KPI’s. Key supervision and allocation control for each property before legal completion.

Following my promotion to Senior Customer Relations Manager my duties were separated from Customer Aftercare to allow me to dedicate more quality time to building relationships and providing full support to purchasers from exchange through to completion, to include property layout sign off, interior selection choices, site visits, financial intel & valuation assistance. Other aspects of my role include staff recruitment and training, streamlining processes and reporting structures.

My current portfolio looks after 546 properties, both rental and private residential with a remaining 3 phases consisting of an additional 193 properties to bring this development to a close.

2009 – 2011 EMCOR Facilities Services – Facilities/Customer Service

(2 years) Manager – Natural History Museum

Duties: To oversee and Manage a 1.3m Housekeeping contract for the NHM at two sites in London which includes, waste management, porters, postal services, window cleaning and laundry services.

To oversee and manage the Grounds Maintenance contract, including direct supervision of three grounds staff plus agency staff as and when required.

To oversee and manage the Pest Management contract. To attend quarterly board meetings to present findings in change and trends and acting representative for all key departments.

To oversee and manage water cooler contract.

Point of contact to all Museum staff for any issues relating to the Estates Department.

To manage the budget for all contracts above, and ensure that best value for money is achieved through cost saving exercises and negotiation.

2007-2008 Oakdene Homes - Property Developer

(1 year) Customer Care Manager

Office Management: Create and Head up the Customer Care Department. Create systems and procedures. Supervise and manage two operatives, an assistant and supervision of trades whilst on site. Own diary/office management. Manage office petty cash and department credit card. Budget control for each apartment. Issuing site instructions and contra-charge notices. Working to tight deadlines in a fast paced environment.

Personnel: Train staff in new procedures. Supervise junior members of staff.

Admin duties: All secretarial and administration, diary and travel management, expenses, co-ordination of annual and sick leave.

Meetings: Chair weekly meetings.

Customer Care: Provide pro-active and accurate information to customers within a portfolio of several developments across the UK. Develop good relationships with customers. Liaise with site personnel.

Main contact to purchasers from exchange to completion, and for a further 2 years during warranty period. Compile defect list prior to completion and handover of property.

Maintenance: Investigate and problem solve issues raised by the residents.

Arrange, co ordinate and supervise necessary remedial works.

To ensure all maintenance and remedial works were carried out to the customers satisfaction, through in-house Operatives or contractor.

Compile with, or on behalf of the customer and rectify 6 month

defect list.

2001-2007 St George South London - Property Developer

Customer Care Manager

(7 years)

2001-2007 I was employed by St George as a PA to the Sales Director for 1 year.

In 2002 I was promoted to Customer Service

Administrator/Office Manager assisting the Customer Service

Managers across various sites.

In 2003 I was promoted to Customer Service Manager covering one

development, eventually extending my portfolio to cover three

large developments.

My role as Customer Service Manager was to provide pro-active and accurate information to customers within my portfolio of over 1000 properties in London. Develop relationships with customers in the UK and overseas. Liaise with site personnel, contractors and sub contractors. I was the main point of contact to purchasers from exchange to completion, and for a further 2 years during the

warranty period. I was responsible for compiling defect lists prior to completion and handover of property, supervision of two Operatives and an administration assistant.

Worked to tight deadlines and applied budget control for each apartment. Issued site instructions and contra-charge notices to contractors. Key supervision and allocation control for each property before legal completion.

Maintenance: Investigate and problem solve. Arrange and co-ordinate necessary

remedial works.

To ensure all maintenance and remedial works is carried out to the

Customers satisfaction, through in-house Operatives or contractor.

2000-2001 Barhale - BT Contractor

(1 year) Planner/Administrator

Planner Supervise and manage two Personal Assistants.

Daily scheduling of works orders.

Scheduling and co-ordination of road works and road/lane closure

in and around the City of London.

Working to tight deadlines.

Liaison with in house supervisors/ Site Operatives/Authorities/Client.

Scheduling of Police and Council meetings.

Customer Liaison and resolution of all complaints.

1996-2000 Sirti - BT Contractor

(4 years) Customers Relations/ Assistant Planner to Planner


Customer Relations I was employed by Sirti as part of the customer relations team to deal with complaints/queries, council defects, compensation claims & data entry.

I was promoted to Assistant Planner in 1997 and continued in this role until 1998 where I received a further promotion to Planner.

This role entailed daily scheduling of works orders.

Daily liaison with company supervisors/sub contractors/local

authorities and the client.

Supervision of data entry clerks and Assistant Planners.

In 2000 I was TUPE’d over to Barhales.

1991-1996 Ministry of Defence - Government

(5 years) Administrative Assistant - 3 posts in total

Assistant to Administrative/Executive officers.

Organising and setting up of training courses.

Booking all travel tickets and car hire.

General running of the office including ordering of office

furniture/equipment and general maintenance and responsible for


Data entry on in-house database.

Management of overtime and sick records for the departments.

General ad hoc duties.


Computer Packages – Microsoft Word for Windows, Excel. Outlook, Powerpoint,



English Literature B Sociology E

English Oral & Communication C Physics E

Computer Studies C German E

Mathematics D


March 1991 - Full UK driving licence

July 1995 - Music Industry Employment Seminar

Flying without Fear Flying Certificate

2000 - City & Guilds in Starting Photography

2001 - NRSWA 1991

First Aid Course with British Red Cross

2007 - CSCS Health and Safety course

September 2009 – IOSH - Managing Health and Safety.

June 2018 – Prince 2 Foundation & Practitioner

Hobbies include Travel, Photography, Formula 1 & Music.

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