DiSRUPT Recruitment & Search | B Corp
Manager Customer Contact Center
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Customer Contact Team Manager: £40-45k basic plus bonus
Are you the person who genuinely loves the phone ringing and human engagement? Who gets a buzz out of turning "just looking" into "can I book a viewing"? If you're warm, quick on your feet, and infectiously helpful — even when it's your fiftieth call of the day — this one's for you.
This is an amazing opportunity to join a growing, national property business within the "Build To Rent" space.
We are looking for a hands-on Customer Contact Team Manager to lead their enquiries function. You'll be the driving force and energy behind the team that's often the very first voice a prospective renter hears — so you'll set the tone for how good that experience feels, from first hello through to a booked viewing with one of the Lettings Consultants.
This is a fast-paced, warm, engaging sales-led environment. You'll coach, energise and develop your team, while staying close enough to the detail to spot when something needs your attention — live data, KPIs, service levels, all of it.
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Property experience is a genuine bonus, but not a dealbreaker. What matters more is that you love inbound enquiries, you love helping people, and you know how to build a team that feels the same way.
The role:
- Lead and manage a team of Lettings Coordinators handling all inbound and outbound rental enquiries
- Own the full enquiry journey — from first contact through to handing over booked viewings
- Monitor real-time performance against KPIs: response times, volumes, conversion rates
- Coach, train and develop the team to sharpen call quality, qualification and conversion
- Jump in and handle enquiries yourself during peak periods or when the team needs backup
- Build a high-energy, accountable, sales-focused team culture
- Run regular 1-1s, performance reviews and development plans
- Own enquiry-to-viewing conversion and booking targets across all channels
- Work closely with Lettings Consultants to maximise viewing-to-application conversion
- Dig into the data to spot trends and drive process improvements
- Help shape how AI and new technology enhance the enquiry and resident experience
Get help with your application
Your very own career expert that helps elevate your application to the next level.
You:
- Have led a contact centre, call centre, telesales, lettings "sales" team or customer service team before
- Get real satisfaction from helping people and solving problems on the spot
- Are naturally warm, upbeat and hard to knock off your stride
- Know how to turn a KPI dashboard into a coaching conversation, not just a scorecard
- Property, Real estate, lettings, BTR experience or knowledge is a bonus, not a requirement
We can move very fast for the right person!
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