ESPC (UK) Limited
Lounge Team Leader
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ESPC is looking for an experienced team leader to manage and develop a small team of Client Experience Coordinators (CECs) at the ESPC Property Lounge on George Street, where customers come to get expert, impartial guidance on buying, selling, letting and everything in between.
At ESPC, customer service isn't just a box to tick - it's central to everything we do. This is a hands-on leadership role where you'll be responsible for the performance and development of your team, making sure they have the knowledge, processes and motivation to deliver an excellent experience every day. You'll lead by example on the floor, welcoming visitors, understanding what they need, and connecting them with the right services across our network of 105 solicitor estate agent member firms, and our in-house Lettings and Mortgage Adviser teams. You'll set the tone for the whole team, building a culture where every visitor feels genuinely valued, and where the experience in our Property Lounge reflects the trust and reputation we've built over decades. Property decisions are some of the biggest people will ever make, and you and your team will be the ones who make them feel informed, reassured and genuinely helped every step of the way.
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The job
Delivering outstanding customer service and leading a high-performing team go hand in hand in this role, you'll need to be as comfortable coaching your team as you are welcoming visitors through the door.
You’ll be responsible for:
- Leading, coaching and developing your team of Client Experience Coordinators day to day
- Coordinating the team rota to ensure the right level of cover at all times
- Overseeing the Ask the Expert rota, ensuring a member firm attends each day
- Implementing and improving processes so the team works efficiently and consistently
- Holding the team to high standards of customer service - and helping them get there
- Welcoming visitors and guiding them through their property journey in person
- Keeping up to date with ESPC’s property market data and House Price Reports so you can speak confidently about the market
- Coordinating consumer events, including our popular first-time buyer evenings, and bringing your own ideas for new events
- Providing email support to member firms when they have queries
- Overseeing the smooth day-to-day running of the Lounge, including health, safety and security, stock control and contractor management
The requirements
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- At least two years’ supervisory or team leader experience in retail or professional services (e.g. banking, building society, estate agency)
- A confident, warm approach with a genuine enjoyment of customer-facing work
- Experience in lead generation or soft-selling - finding out what people need and pointing them in the right direction
- A track record of improving processes and getting the best out of a team
- Strong organisational skills, attention to detail and the ability to stay calm under pressure
- Knowledge or experience of the property market is a real advantage
- Proficiency in Microsoft Office
You will be based in our George Street Property Lounge. This is a full-time role working five days from six every week, including several Saturdays every month. Our opening hours are:
- Mon/Tues/Wed/Fri 9.30am - 5.30pm
- Thurs 9.30am - 6pm
- Sat 9.30am - 4.30pm
You’ll receive a competitive salary depending on experience plus, post-probation, be eligible for a discretionary annual company bonus.
This is a fantastic opportunity to join one of Scotland's largest and most trusted property marketing organisations in a varied, people-centred role - and a real chance to make your mark.
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