Contact Centre Manager
goodlord, United Kingdom
Job Description
Location - Sheffield Hybrid. 3 days per week in office and 2 days per week remote/wfh
Our mission:
- One in five people in the UK rent their homes. Goodlord's mission? To provide them with the best renting experience in the world
- We started Goodlord because we wanted to make renting simple and transparent for everyone involved: the agent, the landlord, and the tenant. We knew Generation Rent would lead to more tenants, with higher digital expectations and we were confident we could provide a solution
- Like all scale-ups it’s been a bit of a rollercoaster journey, but we’re now stronger than ever, with around 3,000 letting agents using the platform, exciting and varied products and 350 Goodlordians supporting the mission!
The Opportunity
People Leadership
- Directing, managing and monitoring the overall performance of a Contact Centre team including Supervisors and Execs (agents/advisors)
- Utilising the CRM and other systems to actively review, assess, analyse and manage team performance
- Using company methodology, team input and own initiative to ensure attendance and retention targets are achieved
Stakeholder Management
- Effective liaison, support and assistance between all department team managers and Senior Management
- Building and managing relationships with Goodlord Group business stakeholders to ensure departmental targets are achieved.
- Acting as escalation point for customers
Process Management
- Maintaining and improving mechanisms for managing and improving metrics and SLIs within team
- Developing of service improvement plans alongside the Operations Manager to achieve customer satisfaction targets and sentiment
- Managing day-to-day line activities, prioritise and make risk/impact assessments within existing processes and procedures towards achieving SLAs
- Reporting (content and format as agreed) on a daily, weekly and monthly basis or as otherwise required
What we need from you:
- Proven experience of implementing, leading and motivating a service driven contact centre team (at least 15 people strong)
- Experience of managing an operation through periods of significant growth and/or change
- Excellent communication skills, both written and verbal
- A strong customer focus using analytical skills to interpret data and trends
What's in it for you:
Grow with Goodlord: your development is important to us. That’s why we have a team pot for training courses which your manager will be in charge of
Supporting your family: we offer Referencing Goodlordians 13 weeks of fully-paid parental leave to look after their new arrivals, following 12 months of service
Holiday: we encourage Goodlordians to make use of their time off to enjoy the world, recharge and reboot. We offer 23 day plus UK Bank Holidays.
Our team: we’re an energetic, sociable and talented bunch who are super passionate about what we do and determined to make a difference. We’re all in it together, we learn from each other, we’re genuine and we don’t have time for politics
What’s next?
If you’re ready to help us provide the best renting experience in the world, then click apply (2-3 minutes)!
A full job spec is available on request (and will be shared at first contact by our talent team)
Goodlord wants applicants from all backgrounds and walks of life, we are an equal opportunity employer committed to creating an inclusive environment.
In fact one of our core values is Bring our whole selves to work which is really important to us. If there is anything you need to participate fully in the interview process we'd like to hear about that too, please just include it in your application. Come and join us!
** Please note, as we are regulated by the Financial Conduct Authority, all Goodlordians are required to pass a thorough referencing check via Experian before joining the team. We will only ask for references at the point of making an offer **
Regrettably we are not able to provide sponsorship for this role
No agencies please - we have tried and trusted partners we would turn to should we require support