Customer Service Team Leader

4 months ago

Peterborough, United Kingdom The Lettings Hub Full time

**Customer Service Team Leader**

**Location of work**: Lynchwood Business Park, Peterborough

**Hours**: 40 hours per week, Monday to Friday with flexibility to fit business opening hours as required

**Salary**: £26,000- £28,000 depending on experience

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.

**What You Will Be Doing?**

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

**Skills & Characteristics**
- Love working with people and getting the best performance out of a team
- Active listening skills
- 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.**Previous Experience**
- 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 Us**

The Lettings Hub is a unique supplier of technology-driven products and services that simplify and speed up the lettings process. Specialising in referencing, insurance and other rental properties services, The Lettings Hub are trusted by many leading agency brands and help over 20,000 people move home each month.

The Lettings Hub combine the best of technology with invaluable experience, which informs everything we do. We aim to exceed our customer’s expectations and do it with a smile. Since first starting out in the business that principle hasn’t changed.

We believe in treating people the way we want to be treated - respectfully and inclusively - and investing in those we work with and partner.

As we continue to expand our team of over 100 dedicated, brilliant people, we are looking for like-minded, talented individuals to come and join us and work in a great team of passionate and hardworking people

Located on the Lynch Wood Business Park we offer our people a fun, friendly and flexible working environment with many benefits such as unlimited holiday, career / salary progression and we love rewarding our people with our recognition awards and schemes.

Selection decisions will be based on merit and suitability against the above criteria.

**Salary**: £26,000.00-£28,000.00 per year

**Benefits**:

- Additional leave
- Casual dress
- Company pension
- Discounted or free food
- On-site parking
- Referral programme

Schedule:

- Monday to

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