At a Glance
- Tasks: Lead a team to deliver top-notch tenant references and ensure customer satisfaction.
- Company: Join HomeLet and Let Alliance, leaders in lettings industry services.
- Benefits: Enjoy a competitive salary, great benefits, and a supportive team environment.
- Other info: Opportunities for growth and development within a diverse and inclusive workplace.
- Why this job: Make a real impact by leading a passionate team in a fast-paced setting.
- Qualifications: Experience in a leadership role and strong communication skills are essential.
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. 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.
Customer Service Team Leader (12 month contract) employer: pib Group
At HomeLet and Let Alliance, part of PIB Group, we pride ourselves on being an exceptional employer that fosters a supportive and collaborative work culture. As a Customer Service Team Leader, you will have the opportunity to lead a dedicated team, drive continuous improvement, and contribute to meaningful customer outcomes in a dynamic environment. With a focus on employee development and a competitive benefits package, we are committed to helping you grow your career while making a positive impact in the lettings industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Team Leader (12 month contract)
✨Tip Number 1
Network like a pro! Reach out to your connections in the lettings industry and let them know you're on the hunt for a Customer Service Team Leader role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for those interviews by practising common questions related to team leadership and customer service. Think about how you can showcase your coaching skills and ability to handle complex queries – that's what they'll want to hear!
✨Tip Number 3
Don’t forget to research HomeLet and Let Alliance! Understanding their values and services will help you tailor your responses during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and serious about joining the team!
We think you need these skills to ace Customer Service Team Leader (12 month contract)
Some tips for your application 🫡
Show Your Leadership Skills:Make sure to highlight your experience in leading teams, especially in customer service. We want to see how you've coached and developed others, so share specific examples that demonstrate your people leadership skills.
Be Customer-Centric:Since we're all about delivering exceptional service, emphasise your commitment to a customer-centric approach. Talk about how you've handled difficult conversations or escalations in the past, and how you ensured a positive outcome for everyone involved.
Detail Your Organisational Skills:We love a candidate who can juggle multiple tasks! In your application, mention how you've managed workflows and prioritised tasks to meet tight deadlines. This will show us you're organised and ready to handle the fast-paced environment we thrive in.
Apply Through Our Website:Don't forget to apply 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 us and what we stand for.
How to prepare for a job interview at pib Group
✨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 show your interest but also help you tailor your answers to align with their goals.
✨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 or supported team members, resolved conflicts, or driven performance improvements. Be ready to discuss your leadership style and how it aligns with their customer-centric culture.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle complex queries. Think of specific scenarios where you've managed difficult conversations or escalated issues effectively. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Highlight Your Organisational Skills
Given the fast-paced environment, it's crucial to showcase your organisational abilities. Discuss how you prioritise tasks, manage workflows, and ensure compliance with policies. Providing examples of how you've maintained quality and accuracy under pressure will demonstrate your fit for the role.
