At a Glance
- Tasks: Lead and develop a dynamic Client Services team to drive outbound conversion.
- Company: Join GetAgent, transforming the home selling experience with data-driven insights.
- Benefits: Competitive salary, private medical cover, and generous holiday allowance.
- Other info: Be part of a supportive culture that values growth and celebrates wins.
- Why this job: Make a real impact by coaching teams and enhancing customer engagement.
- Qualifications: Proven leadership experience in high-volume, target-driven environments.
The predicted salary is between 80000 - 90000 £ per year.
Selling your home shouldn’t feel like guesswork. At GetAgent, we collate data to show homeowners which estate agents really deliver. The result? Less stress, quicker sales, and happier movers. We are a growing team of 85+ incredible colleagues working tirelessly to support homeowners navigate the complicated process of selling property. Together, we are transforming the experience of selling your home.
We are looking for a Head of Client Services to join our team. This role is a hybrid of day-to-day activity management and people leadership. You’ll own & lead outbound conversion across London and Peterborough, coaching our Client Services team to deliver strong, service‑led results. Reporting to our COO, you will translate business targets into exceptional frontline execution and help us raise the bar for consultative customer engagement across the company. Your impact will be measured not just by the volume of valuation bookings your team secures, but by the growth of the people you lead and the consistency of the activity standards you implement.
- Activity Management: Driving daily outbound momentum, ensuring enquiries from prospective home sellers are qualified swiftly, effectively, and with a high‑touch consultative approach.
- Team Development: Coaching and line‑managing your direct reports to ensure they are motivating their teams, delivering their best, and developing their careers.
- Conversion Excellence: Raising the standard of lead qualification, performance consistency, and target achievement across both sites.
What You’ll Do
- Lead & Develop Talent: Provide direct line management, mentorship, and career development for your team of 8 direct reports; with responsibility of the wider team of 35 based across London & Peterborough. Foster a high‑energy, supportive, and accountable culture, ensuring your leaders are empowered to drive daily performance and own their outcomes.
- Drive Activity & Conversion: Partner with the COO to translate company growth targets into clear, actionable team expectations and conversion metrics. Own the daily performance of our client services team, ensuring teams proactively connect with prospective home sellers and successfully convert enquiries into high‑quality valuation bookings for our estate agency partners.
- Raise the Performance Bar: Identify and implement improvements in our operations and workflows to increase response speed, clarity, and conversion quality. Use performance data, activity dashboards, and QA insights to guide daily coaching loops, successfully balancing target delivery with a genuinely consultative, client‑first approach.
- Stakeholder Influence: Act as a key liaison between the Client Services department and wider company leadership, providing clear updates on conversion trends, volume risks and performance insights. Collaborate closely with Product, Tech, Sales and Marketing to ensure enquiry pipelines are healthy and cross‑departmental feedback loops are seamless.
Success Looks Like
- Target Achievement: Valuation bookings, conversion rates, and response times consistently meet or exceed company goals across both sites.
- Daily Momentum: You have built a supportive, high‑performance culture where activity is consistent, purposeful, and executed with a consultative touch.
- Team Growth: Your direct reports and frontline team members are thriving, feeling motivated to hit their metrics, and growing confidently in their roles.
- Operational Maturity: You have introduced repeatable frameworks and consistent ways of working that keep both locations aligned and highly effective.
What We’re Looking For
- Proven Leadership: Extensive leadership experience, with a track record of running high‑volume, outbound, or target‑driven conversion functions.
- People‑First Motivator: An energising, charismatic leader who genuinely loves being close to the daily action; motivating teams, building confidence and celebrating wins.
- Consultative Mindset: You know how to drive a target‑oriented culture without sacrificing quality.
- Data‑Informed Coach: You comfortably navigate performance dashboards to spot activity trends, course‑correct conversion drops, and guide team leaders on targeted coaching.
- Balanced Mindset: You are as comfortable rolling up your sleeves to dive into a daily activity bottleneck as you are coaching a team member on their long‑term career goals.
What’s In It For You
- Salary: £80,000 - 90,000
- Location: Based in Shoreditch, London (with occasional travel to Peterborough Office)
- Hybrid Working: 3 days a week in office, 2 days working remote
- Benefits: Private Medical Cover, L&D Allowance, Wellbeing Allowance, Perks at Work.
- Holiday: 25 days + Bank Holidays.
- Culture: Join a growing company at an exciting point in our journey. We place a big emphasis on hiring "lovely people"; they are the best thing about our team.
Head of Client Services in London employer: GetAgent
At GetAgent, we pride ourselves on being an exceptional employer, fostering a vibrant and supportive work culture that prioritises employee growth and well-being. As the Head of Client Services, you will lead a dynamic team in a hybrid working environment, enjoying benefits such as private medical cover, generous holiday allowance, and opportunities for professional development. Join us in transforming the home selling experience while working alongside a passionate group of colleagues in the heart of Shoreditch, London.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Client Services in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at GetAgent. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like GetAgent before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Client Services in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to GetAgent:Your cover letter is your chance to shine! Tell us why you want to work at GetAgent specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at GetAgent!
How to prepare for a job interview at GetAgent
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
