Customer Service Team Lead

Customer Service Team Lead

Kings Hill, West Malling

What it's like to work at SearchFlow:

If you want to be part of a dynamic, fast-growing company, SearchFlow ticks all the boxes. We encourage passion, ambition and collaboration, both in our performance as a team and individually. New ideas are encouraged.
We are the market leader in conveyancing products and services and constantly expanding into new sectors, creating fantastic opportunities for positive, team-orientated and self-motivated people.
We also love a good work social and team building events.

As well as this we offer:

• 25 days' holiday, with optional 5 days unpaid leave per year
• Flexible working
• Cycle to Work scheme
• Focus on training and career progression
• Competitive salary

The Opportunity:

The Customer Service Team Lead is a hybrid sales and service role within the SearchFlow Sales Team. You will provide support to the Head of Portfolio with the day-to-day running of the team, alongside completing various tasks to support the retention and growth of Portfolio. The role has a hybrid focus on workflow management, sales and service.

The role will involve:

• Providing support to the Head of Portfolio in managing and deleting workflow to the team.
• Leading daily huddles with the team to focus on work volumes, goals and focuses
• Supporting the Head of Portfolio in setting work standards expectations
• Delivering exceptional customer service to both our internal and external customers through effective communication
• Providing coaching and feedback to the team
• Responsible for achieving daily SLA's and annual business targets for growth and retention
• Providing support to our customers through the entire lifecycle of new and existing projects in line with the expected SLAs and performance standards. Including but not limited to mapping, quotation, query support and resolution, completion collations and post completion qualification.
• Develop and adopt a consultative sales approach to customer relationship management to identify leads, opportunities, customer sensitives and risk
• Effectively qualify all incoming project requests, tailoring our product and pricing offering dependant on customer and project needs with a focus on maximising revenue.
• Managing pipeline effectively and communicate project and opportunity progression to the Portfolio Team and wider Sales team through face-to-face meetings and updating Salesforce records as per the expected standards.
• Collaborating with our customers to understand their specific Portfolio feedback and needs, then work with the Head of Portfolio and Portfolio Team Leader to continue developing and enhancing our processes and service.

About You:

You will be a tenacious, driven, and ambitious individual with excellent customer service and persuasive skills and someone who sets and achieves high standards. You will have consultative selling experience and be confident managing sales pipeline management. Be keen to develop your career in sales but will also enjoy the customer service element of a sales role. Your communications skills will be second to none and you will be someone who enjoys working to targets.

You will also have/be:

• Confident, in person and over the phone
• Good presentation skills
• Organised and methodical
• High attention to detail – ability to work on large scale projects with high levels of accuracy
• Able to thrive in a hardworking and dynamic team
• Comfortable in challenging and being challenged
• Collaborative, energetic, and hands-on

About Us:

Part of a £1.2 billion company, SearchFlow is the biggest conveyancing search provider in England and Wales. Over 2,500 legal clients trust us to run more than 1 million searches for them every year. We have completed 5,000,000 instructions and 26,000,000 searches so we've touched 1 in 4 property transactions.

We are part of the DMGT, who are committed to investing in our portfolio of services. Because we have such a large, supportive company behind us, we can invest in nationwide, reliable datasets, enhanced mapping tools and an ordering platform that has been designed for ease of use and efficiency.

If you want to be part of a dynamic, fast-growing company, SearchFlow ticks all the boxes. We are the market leader in conveyancing products and services and constantly expanding into new sectors, creating fantastic opportunities for positive, team-orientated and self-motivated people.

We are proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.