At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer experiences and manage enquiries from start to finish.
- Company: Join a forward-thinking company that values innovation and teamwork.
- Benefits: Enjoy a competitive salary, bonuses, benefits, and the option for remote work.
- Other info: Embrace a culture of growth with opportunities for coaching and professional development.
- Why this job: Make a real impact by leading a high-performing team in a fast-paced environment.
- Qualifications: 3+ years of experience in sales leadership, preferably in property or contact centres.
The predicted salary is between 35000 - 45000 € per year.
Working Hours: Monday-Friday 9-5:30pm
Salary: Competitive + Bonus + Benefits
Are you passionate about leading high‑performing teams and delivering standout customer experiences? As our Customer Contact Team Manager, you'll lead the team at the very start of our resident journey - overseeing and developing our Lettings Coordinators to deliver a seamless, high‑quality end‑to‑end enquiries experience from first contact through to booking viewings. You'll be confident stepping in to handle enquiries yourself when needed, using real‑time performance data to balance workloads and keep KPIs on track, and coaching your team in a fast‑paced, sales‑driven environment to maximise conversion and support the successful letting of our homes across the UK.
- Proven experience in phone-based or contact centre sales environment.
- 3+ years' experience leading sales teams.
- Strong background in sales with a track record of hitting/exceeding targets.
- Preferred but not essential background in property, BTR or estate agency.
- Energetic, hands-on leader who thrives in a fast-paced environment.
- Excellent communication and interpersonal skills.
- Data driven with the ability to analyse performance and spot improvements.
- Tech-savvy and comfortable using CRM systems, reporting tools and new technology to manage performance and improve customer experience.
- A dynamic and driven personality, with a strong zeal for the industry.
Customer Service Leadership
- Champion a culture of exceptional customer service in a timely manner.
- Lead by example in handling complex or sensitive resident interactions.
- Ensure that all customer and resident's interactions with the business reflects Leaf's standards and values.
Leadership and Team Performance
- Manage, support and mentor a team of Lettings Coordinators responsible for the end-to-end new enquiries process.
- Set clear KPIs and performance expectations, maintaining real-time oversight of activity, workloads and results to keep team on track.
- Drive accountability through structured performance management, including monthly 1-1s, mid-year and annual reviews.
- Build a high-performance team culture focused on results, development, engagement and recognition.
Coaching and Development
- Design and implement a coaching framework to improve enquiry handling, qualification, conversion, call quality and objection handling.
- Ensure consistent coaching standards are applied across the team, using real‑time data and quality insights to target development effectively.
- Deliver structured training programmes for onboarding and ongoing development.
Commercial Ownership
- Own viewing booking targets and enquiry to viewing conversion rate.
- Drive performance across inbound and outbound channels.
- Partner with Lettings Consultants to maximise viewing to application conversion rate.
- Ensure both volume and quality of opportunities meet agreed benchmarks.
Data Analysis & Service Improvement
- Use data and insights to monitor service delivery and identify areas for improvement.
- Analyse trends in leads and report rental pricing feedback.
- Implement improvements to processes, tools and ways of working to increase efficiency, compliance and resident satisfaction.
- Be a leader across the business for AI usage in resident interaction and enquiry management.
Customer Contact Lead in Reading employer: Deverell Smith Recruitment Ltd
At Leaf, we pride ourselves on being an exceptional employer that fosters a vibrant work culture and prioritises employee growth. As a Customer Contact Lead, you'll not only lead a dynamic team in delivering outstanding customer experiences but also benefit from competitive salaries, bonuses, and a supportive environment that encourages professional development and innovation. Our commitment to excellence and a data-driven approach ensures that you will thrive in a fast-paced setting while making a meaningful impact on the resident journey.
Contact Detail:
Deverell Smith Recruitment Ltd Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Contact Lead in Reading
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This way, when you get that interview, you can show them you're not just another candidate but someone who genuinely cares about what they do.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. A friendly chat can sometimes lead to a referral, which is a golden ticket in the job market!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your experience aligns with the role of Customer Contact Lead. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your leadership skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Customer Contact Lead in Reading
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for leading teams and delivering top-notch customer experiences shine through. We want to see that you’re not just looking for a job, but that you genuinely care about making a difference in the customer journey.
Tailor Your Experience:Make sure to highlight your relevant experience in phone-based or contact centre sales environments. We’re keen on seeing how your background aligns with our needs, so don’t be shy about showcasing your achievements and how they relate to the role of Customer Contact Lead.
Be Data-Driven:Since we love using data to drive performance, mention any experience you have with analysing performance metrics or using CRM systems. Show us how you’ve used data to improve team performance or customer satisfaction in your previous roles.
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. Plus, it gives you a chance to explore more about who we are and what we do!
How to prepare for a job interview at Deverell Smith Recruitment Ltd
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Contact Lead inside out. Familiarise yourself with the key responsibilities, especially around leading teams and managing customer interactions. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Leadership Skills
Be ready to share specific examples of how you've successfully led teams in the past. Think about times when you’ve driven performance or improved customer service. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your achievements.
✨Data is Your Friend
Since the role involves using data to drive performance, come prepared to discuss how you've used data in previous roles. Be ready to talk about KPIs you've managed, how you analysed performance, and any improvements you implemented based on data insights. This will demonstrate your analytical skills and tech-savviness.
✨Ask Smart Questions
At the end of the interview, don’t forget to ask insightful questions. Inquire about the team culture, the tools they use for performance management, or how they measure success in the role. This shows your enthusiasm and helps you gauge if the company is the right fit for you.
