Manager Customer Care

Company Description

Heimstaden Bostad is a European residential real estate manager, with around 157,000 homes across nine countries with a property value of SEK 323 bn. We acquire, develop, and manage properties with an evergreen perspective. Guided by our Scandinavian heritage and values Dare, Care, and Share–mission is to Enrich and simplify lives through Friendly Homes.

At Heimstaden, we manage homes with a long-term perspective and a strong focus on service quality. We are now looking for a Manager Customer Care to take responsibility for customer care operations across our Build-to-Rent portfolio in London and Birmingham.

This is a hands-on role where you will be accountable for performance, service delivery, and continuous improvement.

Job Description

You will be responsible for ensuring that customer care operations run efficiently, meet defined KPIs and continuously improve.

Your responsibilities include:

• Supporting customer care operations across the portfolio, based in Birmingham
• Managing and supporting a small team of Customer Care Specialists and Concierge staff
• Planning and coordinating a structured annual resident events calendar
• Handling resident queries, complaints and escalations, ensuring timely and effective resolution
• Owning and working actively in customer care systems, with focus on response times, resolution rates and quality
• Analysing service data to identify trends and implementing improvements based on insights
• Monitoring performance against KPIs and industry benchmarks, and driving improvements where needed
• Supporting implementation and use of AI and automation tools to improve efficiency
• Working closely with Facility Management, Operations, Leasing and Finance teams to ensure aligned service delivery
• Monitoring and reporting on key metrics such as CSAT, response times and service trends
• Producing structured reports with clear, actionable recommendations
• Managing external communication channels (e.g. Google, Homeviews, chat/forums) in a timely and professional manner
• Maintaining accurate and GDPR-compliant customer data in CRM/PMS systems
• Supporting operational tasks such as viewings, enquiries and resident events when required

Qualifications

You are a structured and hands-on customer care professional who is comfortable taking ownership of both daily operations and performance outcomes.

We believe you have:

• 3–5 years of experience in customer service roles
• Experience from BTR, residential, PBSA or hospitality environments
• Strong working knowledge of CRM/ticketing systems and a data-driven approach
• Good technical skills and experience working across multiple systems
• Ability to manage multiple tasks, prioritise effectively and follow through on delivery
• Experience supporting or coordinating small teams is desirable
• Interest or experience in AI/automation tools is an advantage
• Fluent written and spoken English (additional languages are a plus)

Additional Information

At Heimstaden, you’ll be part of a dynamic company that aims to deliver high quality service. We offer a supportive environment with close collaboration between departments and where you will be a great contribution to our continuous success.

As an employee at Heimstaden, you will be enrolled to the company benefits scheme with pension, medical insurance, life insurance, income insurance, 25 days holidays and a gym benefit.

We conduct background checks as part of our recruitment process. If you have any questions regarding this, you are welcome to contact us!

At Heimstaden, we believe diversity makes us stronger. Our inclusive teams reflect the communities we serve, bringing bold ideas and shared passion to create Friendly Homes and shape the future of residential living.