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Customer Service Team Leader

4 months ago

United Kingdom The Lettings Hub Full time

The Lettings Hub are a prop-tech company who provide technology driven products and services to manage lettings. We work with a national network of letting agents and provide a range of services to help our clients with the move-in process. This includes completing the necessary checks on potential tenants before they move into a landlord’s property, as well as a range of additional property insurance products and services to support the letting agent, tenant and the landlord.

Job Description

We are seeking to appoint a dedicated Team Leader to manage a team responsible for the analysis, fraud prevention and final decision making of a tenant reference to determine whether the tenant is suitable for the home that they have applied for.

Our customers are letting agents who vary in size from small independent agents to national chains with multiple branches. They ask us to conduct a series of checks on tenants who want to move into their properties. These range from identity checks to full income verification checks. Once our checks are complete, we provide a recommendation based on the suitability of the tenant.

Our Letting Agents demand a quick and efficient service, after all, they want the tenant to move into the property as quickly as possible. Our commitment is that we will provide the Letting Agent with our recommendation within 2 days of us receiving all the information we need.

This person will be responsible for making sure a top-class service is always delivered. Working in a busy operational team where focus on key metrics will drive a successful day. We expect the team leader to manage approximately 20 different work processes and a team of 10-14 staff members. With the business constantly growing we want to appoint a Team Leader to deliver exceptional service to such a fundamental part of the overall Referencing process. This is a new role for us.

The successful candidate must be self-motivated, target driven, they must be an effective planner and organiser, able to work to timescales and at pace and demonstrate excellent people management skills. They must understand the importance of the role they are undertaking.

  • Reporting to the Operations Director, you will ensure your customers are receiving an exceptional service through a highly skilled team of approximately 10- 15 team members.
  • Key responsibilities for this role will include: ·
  • Core KPI’s of the team delivered; including Service levels, workflow management, adherence to process and effective leadership.
  • Instil a culture amongst the team to follow all Quality Assurance guidelines
  • People management of all team members including performance reviews, coaching, absence management and employee motivation
  • Reporting and analysis of workflow queues and tasks and the ability to drive the team each day to meet and exceed the targets set
  • To feedback and highlight trends in what our customers are saying and putting forward recommendation to improve customer service and streamline the business process
  • Love working with people and getting the best performance out of a team
  • Organisational skills and detail-oriented mentality
  • Strong communication and customers service skills
  • Interpersonal skills
  • Thorough attention to detail
  • Being in a fast paced environment doesn’t faze you, you take the rough with the smooth and are expert in finding quick, practical solutions to issues as they arise.
  • You should have a minimum of 2 years in a people management role or transferrable experience.
  • You should have worked in a fast-paced operational team and be familiar with the operational planning required to succeed
  • Attention to detail, upholding the business standards in every task undertaken with care and diligence.
  • Being upfront, whilst we’re not expecting the role-holder to show an air of arrogance, what we need is someone who demonstrates an open and honest attitude.
About the Team

As a Prop-Tech business, we are always looking to the future. What can we be doing next to ensure Letting Agents jobs are made quicker and easier, tenants have a smoother journey and landlords have piece of mind? So, although we have over 100+ years of industry experience across the team, we are not stuck in the past.

The only way to achieve this is having great people, but also a great environment at work. This is why we prioritise wellbeing and culture and ensure all of our colleagues have the space to share ideas and grow with the business. We have quarterly awards to celebrate together as a whole team, a free snack station for those afternoons only chocolate will help and monthly challenges set by the CEO that brings the competitive side out of all of us

If you think this is the type of environment you would thrive in, make sure to apply

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