Referencing Team Leader

3 weeks ago

Newcastle upon Tyne, United Kingdom Rightmove Landlord and Tenant Services Full time

We are looking for a **Referencing Team Leader**

Location: Newcastle upon Tyne
Reporting to: Referencing Manager

**The Role**

As a Referencing Team Leader, you are responsible for the service provided by the Referencing team within Rightmove’s Landlord and Tenant Services (RLTS) division; supporting our letting agents, potential tenants, proposed landlords and referees.

Working closely with our team of Referencing Executives you will make sure standards are achieved across all communication channels and that the busy department runs effectively and efficiently. You will lead, coach, inspire and support your team’s development to maximise performance and productivity, ensuring they are delivering a first-class customer experience on every interaction, and ensuring pro-activity and quality is at the forefront of everything they do.

**Key Responsibilities**
- To actively develop a deep understanding of Rightmove & RLTS, our customers and consumers and how your role supports our goals.
- Develop and maintain a deep understanding of our regulatory processes and the services we offer, to be able to handle a range of enquiries both effectively and efficiently.
- Produce and analyse periodic reporting to understand the performance of your team along with root cause analysis for complaints and under-performance.
- Carry out regular Quality Assurance checks for both regulated and non-regulated support, ensuring your team are following agreed processes and the quality of their work is to a high standard.
- Creating, delivering, and reporting of continuous professional development for all team members and stakeholders.
- Be the first point of escalation for your team, using your knowledge to assess the case, your objection handling skills to add value to sometimes difficult conversations, and your coaching skills to prevent repeat issues.
- Be the first point of contact for prioritised cases. You will be expected to make decisions, handle resolutions in a timely manner, keep stakeholders involved and balance competing workloads and priorities.
- Host regular stand-ups, ensuring they are adding value to the team and adjusting the format as and when you deem it necessary.
- Line manage your team, including identifying and working on any performance issues and behavioural concerns, and conducting monthly 1:1s and quarterly ‘How’s It Going’ conversations.
- Identify pain points and repeat issues in existing processes and work with your direct manager to make improvements.
- Roll out any new processes to your team, making sure we can still meet service delivery expectations.
- Onboard new team members, giving them the foundations to succeed by arranging ad
- hoc training on all referencing and customer care processes, carrying out Quality Assurance checks and setting initial targets to help their introduction to our overall team performance.

**We are looking for somebody who**:

- Has a confident and engaging communication style, both on the telephone and in virtual meetings, and can demonstrate the ability to build rapport.
- Takes ownership for the success of the team, leads with confidence and by example, with a desire to understand all the processes and people that connect with the team.
- Shows great judgement, can set boundaries, inspire, persevere in the face of challenge, and own issues up to the point of resolution.
- Can demonstrate they will be hands on in the role, and fully immerse themselves as a member of the team.
- Will be proactive in making sure they push themself out of their comfort zone, challenging their learnings, and sharing their experiences.
- Is decisive, comfortable drawing on their experiences, and demonstrates a balanced approach to decision making in a timely manner.
- Is comfortable with data, understanding it’s importance and with the ability to translate metrics into performance and suggestions for improvement.
- Is confident, able to face up to problems quickly and challenge directly whilst being respectful.
- Is forward thinking, spotting pressures before they happen, and suggesting plans to allow the team to cope with increased workloads.
- Builds strong relationships with colleagues, and is able to communicate clearly and appropriately.

Ultimately, we care much more about the person you are, how you think and approach things, than a list of qualifications and buzzwords on a CV. Even if you can’t say ‘yes’ to all the above, but are smart, self-motivated, and passionate about delivering a great experience to our customers then you could be just what we’re looking for.

**About us**

We are on a mission to ‘help people make the right move’, we launched in 2000 with a will to make home-hunting happy, by showing all property in just one place.

A great success story, we’re now the biggest home-grown web brand in the UK our traffic levels surpassed only by Facebook, Google, YouTube, eBay and Amazon. Despite this success, we remain a down-to-earth bunch. To jo

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