Ensure that customers are provided with high level of service by Customer Care team and adding value to Customer Care Department. 2) Provide support and guidance to the Customer Care Executive and seniors in handling difficult customers and complex issues. 3) Ensure that major customer issues are escalated to Senior Management in a timely fashion and internal obstacles are removed to ensure smooth internal coordination for customer related issues. 4) Approve ‘Exception Forms’ case to case basis in line with Customer Care Authority Matrix. 5) Identify training needs of the team and conduct performance management appraisals twice a year. 6) Ensure department reports are submitted on time and contributed to a monthly business review report for Property Management. 7) Identify areas for continual improvement and keep the policies & procedures up to date based on the customer needs for the ease of process and customer satisfaction results. 8) Manage the Call centre function and ensure timely updates and running of the centre. Report complex issues and customer complaints to CEO and senior Management 3) Monitor timely closure of Service Requests and ensure all customer cases are completed on time  5) Assist the team in handling difficult customers and ensure they are dealt with in a timely fashion. Escalate customer issues to the management, if required. Make recommendations for exceptions.