Customer Contact Team Manager

About the role

This role leads the Customer Contact team for a growing property business, overseeing inbound and outbound rental enquiries across a national portfolio. You will drive performance from the first contact through to booked viewings in a fast‑paced, sales‑focused environment.

Key responsibilities

• Lead and manage a team of Lettings Coordinators handling all rental enquiries.
• Oversee the full enquiry journey, from initial contact to booking viewings.
• Monitor real‑time KPIs such as response times, volumes and conversion rates.
• Coach, train and develop the team to improve call quality and conversion.
• Step in during peak periods to handle enquiries directly.
• Conduct regular 1‑1s, performance reviews and development plans.
• Own enquiry‑to‑viewing conversion targets across all channels.
• Collaborate with Lettings Consultants to maximise viewing‑to‑application conversion.
• Analyse data and trends to identify improvements and optimise processes.
• Implement system, workflow and customer experience enhancements, including AI and technology adoption.

Required profile

• Proven experience leading contact‑centre or telesales teams.
• Strong performance‑driven mindset with ability to convert demand into viewings.
• Ability to build a high‑energy, accountable team culture.
• Data‑oriented approach to monitoring and improving performance.
• Comfort with adopting new technology and AI tools.

Required skills