Customer Contact Lead

About the role

We are looking for a Customer Contact Lead to head our Lettings Coordinators team and ensure a seamless, high‑quality enquiries experience from first contact through to viewing bookings. You will coach the team, use real‑time performance data to balance workloads, and step in to handle enquiries when needed.

Key responsibilities

• Manage, support and mentor a team of Lettings Coordinators responsible for the end‑to‑end new enquiries process.
• Set clear KPIs, monitor real‑time activity and workloads, and drive accountability through regular performance reviews.
• Design and deliver a coaching framework to improve enquiry handling, qualification, conversion, call quality and objection handling.
• Own viewing booking targets and enquiry‑to‑viewing conversion rates, partnering with Lettings Consultants to maximise application conversion.
• Use data and insights to monitor service delivery, identify improvements and ensure both volume and quality of opportunities meet benchmarks.
• Champion a culture of exceptional customer service and handle complex or sensitive resident interactions in line with Leaf’s standards.

Required profile

• Proven experience in a phone‑based or contact‑centre sales environment.
• 3+ years of experience leading sales teams with a track record of hitting or exceeding targets.
• Strong sales background, preferably with exposure to property, BTR or estate agency.
• Energetic, hands‑on leader who thrives in a fast‑paced, sales‑driven environment.
• Excellent communication and interpersonal skills.
• Data‑driven mindset with the ability to analyse performance and spot improvements.
• Tech‑savvy and comfortable using CRM systems, reporting tools and new technology.

Required skills

• CRM systems
• Performance reporting tools
• Data analysis

What we offer

• Competitive salary plus bonus
• Benefits package
• Monday‑Friday 9:00‑17:30 working hours
• One day per week remote work (hybrid)