At a Glance
- Tasks: Lead a team to deliver top-notch tenant references and ensure customer satisfaction.
- Company: Join a market-leading provider in the lettings industry with a supportive culture.
- Benefits: Enjoy a competitive salary, great benefits, and opportunities for career growth.
- Other info: Be part of a diverse and inclusive workplace that values your contributions.
- Why this job: Make a real impact by leading a passionate team in a fast-paced environment.
- Qualifications: Experience in a contact centre leadership role and strong people skills required.
The predicted salary is between 30000 - 40000 £ per year.
About Us
HomeLet and Let Alliance are part of PIB Group and are market‑leading providers of specialist referencing and insurance services to the lettings industry. We work in partnership with letting agents and landlords to provide an exceptional, compliant and efficient service that helps them protect their portfolios and support their tenants.
The Role
We are looking for a proactive and people‑focused Team Leader to join our Referencing Team. You will lead a team of Customer Service Specialists to deliver high-quality, accurate and timely tenant references, ensuring an excellent experience for our customers and partners across both the HomeLet and Let Alliance brands. We operate in a fast paced, call centre environment therefore call centre management experience is highly desirable. You will be responsible for day‑to‑day performance, coaching and supporting your team, driving continual improvement and acting as an escalation point for complex queries.
Key Responsibilities
- Lead, coach, and develop a team of Referencing Specialists to achieve quality, productivity and service targets.
- Manage workflow and resource to ensure SLAs are met across multiple brands and systems.
- Act as an escalation point for complex cases, complaints and queries, ensuring these are resolved swiftly and professionally.
- Monitor and report on team performance, using MI to identify trends, risks and opportunities for improvement.
- Drive a strong customer‑centric culture, ensuring each interaction reflects our values and brand standards.
- Support the onboarding and training of new starters and cross‑skilling of existing team members.
- Ensure adherence to regulatory, legal and internal policy requirements at all times.
- Champion process improvements and work collaboratively with other teams and stakeholders to implement change.
About You
- Proven experience in a team leader/supervisory role within a contact centre, operations, financial services or similar environment.
- Strong people leadership skills with a passion for coaching, feedback and development.
- Excellent communication skills, with the ability to manage difficult conversations and escalations calmly and professionally.
- Highly organised with the ability to prioritise, manage change and work to tight deadlines.
- Strong attention to detail and a focus on quality, accuracy and compliance.
- Comfortable working with MI and systems to understand performance and make decisions.
- A collaborative approach, able to build effective relationships across teams and locations.
- Experience in tenant referencing, insurance, lettings or financial services would be an advantage but is not essential.
What We Offer
- A supportive, friendly and collaborative team environment.
- Opportunities for development and progression within PIB Group.
- Competitive salary and benefits package.
If you are passionate about leading people, delivering great customer outcomes and making a difference in a fast‑paced environment, we would love to hear from you. We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation, or any other characteristic protected by law.
We are a dynamic and diversified insurance intermediary group providing specialist insurance solutions across the UK market and Internationally.
Customer Service Team Leader (12 month contract) in Lincoln employer: Barbon Group Ltd.
HomeLet and Let Alliance, part of PIB Group, is an exceptional employer that fosters a supportive and collaborative work culture, ideal for those passionate about customer service and team leadership. With a focus on employee development and progression, we offer a competitive salary and benefits package, ensuring our team members thrive in a fast-paced environment while making a meaningful impact in the lettings industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader (12 month contract) in Lincoln
✨Tip Number 1
Get to know the company inside out! Research HomeLet and Let Alliance, their values, and what makes them tick. This will help you tailor your approach and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Customer Service Team Leader, you'll need to handle tricky conversations with ease. Role-play with a friend or family member to get comfortable with potential scenarios you might face.
✨Tip Number 3
Show off your leadership style! Think about how you can inspire and motivate a team. Be ready to share examples of how you've successfully led teams in the past during your interview.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join our awesome team at PIB Group.
We think you need these skills to ace Customer Service Team Leader (12 month contract) in Lincoln
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Customer Service Team Leader role. Highlight any call centre management experience and your ability to lead a team effectively.
Craft a Compelling Cover Letter:Use your cover letter to showcase your passion for coaching and developing others. Share specific examples of how you've driven performance improvements in previous roles to grab our attention.
Showcase Your Communication Skills:Since this role involves managing difficult conversations, make sure to demonstrate your excellent communication skills in your application. Use clear and concise language to convey your points.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at Barbon Group Ltd.
✨Know the Company Inside Out
Before your interview, make sure you research HomeLet and Let Alliance thoroughly. Understand their services, values, and how they operate within the lettings industry. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Leadership Skills
As a Team Leader, you'll need to demonstrate your ability to lead and develop a team. Prepare examples from your past experiences where you've successfully coached team members or resolved complex issues. Highlight your approach to fostering a customer-centric culture and how you’ve driven improvements in previous roles.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and ability to handle difficult conversations. Think of specific situations where you managed escalations or improved team performance, and be ready to discuss the outcomes and what you learned from those experiences.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Inquire about the team's current challenges, how success is measured, or what opportunities for development exist within PIB Group. This shows your enthusiasm for the role and helps you gauge if it's the right fit for you.
