Team Leader - Account Management Team (Referencing)
goodlord, United Kingdom
Job Description
Location - Remote/Home based (in the UK)
ABOUT THE ROLE
Goodlord’s mission is to provide the best renting experience in the world and we’re on the hunt for a Referencing Account Team Lead to help us achieve this.
Our Referencing Account Management team manages customer relationships with our referencing service, turning agents into Goodlord evangelists. They are responsible for helping our customers utilise our referencing service to suit their business by helping drive and maximise value from our referencing product.
The role is dynamic and varied, daily priorities can change dependent on the customer’s needs and season. To succeed in this role you will need to think and operate at a strategic level, balance customer expectations, whilst supporting agents with their day-to-day queries.
You are an expert in Account Management ready to build your commercial skills, members of our team and others will come to you for help and advice with escalations arising on the agent side.
This is a fast-paced role no two days will be the same, you’ll be assisting with various referencing queries, working through referencing success reviews, handling agent escalations, and supporting the wider business with any referencing queries.
Your drive and imagination is your limit, not your job title. We’re constantly evolving and growing so no two days will be the same and you’ll need to be comfortable working in a fast paced environment that embraces change.
THE DAY TO DAY STUFF:
No two days are ever the same at Goodlord so what you’ll be up to will vary. The pace we move at also means priorities will change and you’ll need to be comfortable with this (we’ll support you!). But these are the things that will be core to your role and will keep you busy.
- Managing a team of up to 10 people
- Maximising value for our customers by exceeding their expectations and delivering a world class service including educating our customers on our referencing service and new feature releases
- Customer facing: onboarding customers onto the service, monthly check-ins to measure their sentiment and helping our agents deal with their day-to-day queries
- Keeping the workflow updated so we can track individual and team performance
- Identifying any of your team struggling to achieve their targets and supporting them to achieve them or managing performance where necessary
- Being accountable for queues and ensuring key SLA’s are met
- QA’ing the work of your team
- Helping recruit, train and onboard new team members
- Championing Referencing to the business, being an advocate of Goodlord and being a role model to your team
ABOUT US
We started Goodlord because we wanted to make renting better for everyone involved: the agent, landlord and tenant. We knew Generation Rent would have higher digital expectations and we were confident we could provide a solution.
And we did. Like all high growth companies it’s been a bit of a roller coaster journey, but we’re now stronger than ever, with over 1000 happy customers and exciting new products. We have ambitious plans but with a strong leadership team and over 200 talented Goodlordians we are confident we’ll achieve these.
Our values guide our decisions, the way we work, our culture and the people we ask to join the team. We work hard, have fun and support each other. We’re not afraid to make mistakes (we’d never learn if we didn’t) and we’re always looking to challenge ourselves. Our style is collaboration based on honesty, friendship and respect.
We have been recognised as a Great Place To Work. No one likes a show off, but we can’t not shout about this. We’ve worked hard to make Goodlord great, and it’s important you know this isn’t just words on paper; Goodlordians have validated this which has led to us being accredited:
- 20th Great Place to Work in the UK medium-sized businesses
- 11th in the UK for great medium-sized workplaces for tech
- 12th in the UK for great medium-sized workplaces for women
- 9th in Deloitte’s UK Technology Fast 50
- Excellence in wellbeing for our dedication to Goodlordians’ wellbeing
It’s an exciting time here at Goodlord. If you’re inspired by what we’re doing, are up for a challenge and share our values, we’d love to hear from you.
Requirements
ABOUT YOU:
You should apply if:
- you have previous line management or team lead experience (with strong coaching/mentoring mindset) in a Customer support or Customer Service team
- you’ve got experience in a fast paced account management environment - ideally in a tech led business
- are data driven and excited by metrics - who isn’t right? - but more importantly have used