GKR International - Real Estate Talent Specialists
Client Services Manager
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Customer Contact Lead
£40,000 - £50,000 basic + bonus | Reading |
Monday-Friday, WFH Fridays
About the Role
Lead the team that makes the first impression count.
My client is looking for a Customer Contact Lead to run their team of Lettings Coordinators — the first point of contact for every new applicant, qualifying enquiries and booking them in for viewings across a growing residential portfolio.
It's a fast-paced, KPI-driven environment, and they need someone who leads from the front: coaching on calls, reading the data in real time, and turning a good team into a great one.
The Role
- Leading, coaching and developing a team of Lettings Coordinators through the entire enquiry-to-viewing journey
- Getting hands-on with enquiries when the team needs backup
- Using real-time performance data to balance workloads, spot trends, and keep KPIs on track
- Building a coaching framework that sharpens call quality, objection handling and conversion
- Owning viewing booking targets and enquiry-to-viewing conversion rates
- Driving a high-performance culture through structured 1-1s, reviews and recognition
- Championing service excellence, leading by example on the trickier resident conversations
- Staying ahead on tech — CRM systems, reporting tools, and how AI can improve enquiry handling
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What They're Looking For
- Proven experience in a phone-based sales or contact centre environment
- 3+ years leading a sales team, with a track record of hitting and beating targets
- A background in property, Build to Rent or estate agency lettings is preferred, though strong sales leadership from any fast-paced, KPI-driven environment will be considered
- An energetic, hands-on leader who thrives under pressure
- Confidence working with data — able to read performance trends and act on them
- Comfortable with CRM and reporting tools, and open to new tech that improves the customer experience
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On Offer
- £40,000-£50,000 basic + circa 20% bonus against personal and team performance (paid annually)
- Medical, critical illness and dental insurance
- 8% pension
- Work from home every Friday
- The chance to lead a team of 4 direct reports within one of the UK's fastest-growing Build to Rent platforms
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Jessica, London
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