Customer Contact Lead – Residential Lettings

About the role

We are looking for a Customer Contact Lead to head a team of Lettings Coordinators who are the first point of contact for new applicants. You will coach the team, manage enquiry‑to‑viewing journeys and use real‑time data to keep performance on track.

Key responsibilities

• Lead, coach and develop a team of Lettings Coordinators through the full enquiry‑to‑viewing process.
• Step in on enquiries when the team needs backup and ensure high‑quality call handling.
• Analyse real‑time performance data to balance workloads, spot trends and meet KPI targets.
• Build a coaching framework that improves call quality, objection handling and conversion rates.
• Own viewing‑booking targets and enquiry‑to‑viewing conversion metrics.
• Drive a high‑performance culture through structured 1‑to‑1s, reviews and recognition.
• Champion service excellence and lead by example on complex resident conversations.
• Stay ahead of technology, including CRM systems, reporting tools and AI enhancements.

Required profile

• Proven experience in a phone‑based sales or contact‑centre environment.
• 3+ years of experience leading a sales team with a record of exceeding targets.
• Background in property, Build‑to‑Rent or estate‑agency lettings is preferred, though strong sales leadership in any fast‑paced KPI‑driven setting will be considered.
• Energetic, hands‑on leader who thrives under pressure.
• Confidence working with data and the ability to act on performance trends.
• Comfortable using CRM and reporting tools and open to new tech that improves the customer experience.

Required skills

• CRM systems
• Reporting tools
• Data analysis
• Artificial intelligence (AI) applications for enquiry handling

What we offer

• Salary £40,000‑£50,000 basic plus ~20% annual bonus.
• Medical, critical illness and dental insurance.
• 8% pension contribution.
• Work from home every Friday (hybrid model).
• Opportunity to lead a team of four direct reports within a fast‑growing Build‑to‑Rent platform.