Customer Contact Team Manager
This is a great opportunity to join a growing property business, looking for a hands-on Customer Contact Team Manager to lead their enquiries function across a national rental portfolio.
You’ll take ownership of a team handling all inbound and outbound rental enquiries, driving performance from first contact through to booked viewings. This is a fast-paced, sales-led environment where you’ll coach, motivate and develop your team, while staying close to the detail—monitoring live data, managing KPIs, and stepping in when needed to maintain service levels.
The role suits someone who thrives on performance, understands how to convert demand into viewings, and can build a high-energy, accountable team culture. You’ll also play a key role in improving processes, leveraging data, and shaping how technology and AI enhance the customer journey.
If you’ve led contact centre or telesales teams, enjoy driving results, and want to be part of a growing business, then please get in touch.
The role:
- Lead and manage a team of Lettings Coordinators handling all inbound and outbound rental enquiries
- Oversee the full enquiry journey from initial contact through to booking viewings
- Monitor real-time performance against KPIs, including response times, volumes, and conversion rates
- Coach, train, and develop the team to improve call quality, qualification, and conversion
- Step in to handle enquiries during peak periods or where additional support is needed
- Drive a high-performance, sales-focused team culture with clear accountability
- Conduct regular 1-1s, performance reviews, and ongoing development plans
- Own enquiry-to-viewing conversion and booking targets across all channels
- Collaborate with Lettings Consultants to maximise viewing-to-application conversion
- Analyse data and trends to identify performance improvements and optimise processes
- Implement improvements to systems, workflows, and customer experience
- Act as a key driver in adopting AI and technology within enquiry handling and resident interaction