deverellsmith
Customer Contact Lead
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Job Title: Customer Contact Lead
Working Hours: Monday-Friday 9-5:30pm - 1 Day WFH
Salary: Competitive + Bonus + Benefits
Are you passionate about leading high-performing teams and delivering standout customer experiences? As our Customer Contact Team Manager, you'll lead the team at the very start of our resident journey—overseeing and developing our Lettings Coordinators to deliver a seamless, high-quality end-to-end enquiries experience from first contact through to booking viewings. You'll be confident stepping in to handle enquiries yourself when needed, using real-time performance data to balance workloads and keep KPIs on track, and coaching your team in a fast-paced, sales-driven environment to maximise conversion and support the successful letting of our homes across the UK.
Responsibilities
- Proven experience in phone-based or contact centre sales environment.
- 3+ years' experience leading sales teams.
- Strong background in sales with a track record of hitting/exceeding targets.
- Preferred but not essential background in property, BTR or estate agency.
- Energetic, hands-on leader who thrives in a fast-paced environment.
- Excellent communication and interpersonal skills.
- Data driven with the ability to analyse performance and spot improvements.
- Tech-savvy and comfortable using CRM systems, reporting tools and new technology to manage performance and improve customer experience.
- A dynamic and driven personality, with a strong zeal for the industry.
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Customer Service Leadership
- Champion a culture of exceptional customer service in a timely manner.
- Lead by example in handling complex or sensitive resident interactions.
- Ensure that all customer and resident's interactions with the business reflects Leaf's standards and values.
Leadership and Team Performance
- Manage, support and mentor a team of Lettings Coordinators responsible for the end-to-end new enquiries process.
- Set clear KPIs and performance expectations, maintaining real-time oversight of activity, workloads and results to keep team on track.
- Drive accountability through structured performance management, including monthly 1-1s, mid-year and annual reviews.
- Build a high-performance team culture focused on results, development, engagement and recognition.
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Coaching and Development
- Design and implement a coaching framework to improve enquiry handling, qualification, conversion, call quality and objection handling.
- Ensure consistent coaching standards are applied across the team, using real-time data and quality insights to target development effectively.
- Deliver structured training programmes for onboarding and ongoing development.
Commercial Ownership
- Own viewing booking targets and enquiry to viewing conversion rate.
- Drive performance across inbound and outbound channels.
- Partner with Lettings Consultants to maximise viewing to application conversion rate.
- Ensure both volume and quality of opportunities meet agreed benchmarks.
Data Analysis & Service Improvement
- Use data and insights to monitor service delivery and identify areas for improvement.
- Analyse trends in leads and report rental pricing feedback.
- Implement improvements to processes, tools and ways of working to increase efficiency, compliance and resident satisfaction.
- Be a leader across the business for AI usage in resident interaction and enquiry management.
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