Head of Contact Centre (Estate/Lettings Agency)

Head of Contact Centre - Godalming (Surrey)
Salary: Y1 GBP70K Fixed. Y2 Basic GBP50K OTE GBP80K
Our client, a well-established and independent Estate and Lettings Agency based in Surrey and Hampshire are seeking a seasoned Property Professional for the role of Head of Contact Centre. With a comprehensive range of property services, including Sales, Lettings, Land and New Homes, Mortgages, and Conveyancing, our client is dedicated to delivering exceptional customer experiences.
Responsibilities:
As the Head of Contact Centre, you will play a senior leadership role, utilising your extensive estate agency expertise to guide and lead our teams in delivering quality conversations with our customers and clients. Your responsibilities include:
Performance Leadership: Collaborate with Team Managers to drive performance within the team, optimising business conversion in line with targets. Morning Meeting: Assist in running the morning/welcome briefing to set the tone for the day and align team objectives. Data Maximisation: Work with Team Managers to support the maximisation of data for each call session per day, providing valuable feedback Coaching and Feedback: Conduct call listening sessions to coach the team on best practices and scripting. Provide feedback to enhance individual and team performance. Competitions and Incentives: Support Team Managers in running competitions and incentives within the call centre to drive performance and motivation. Call Centre Strategy: Assist with the implementation of the call centre strategy as liaising with Company Directors Relationship Building: Develop strong relationships with Branch staff, gathering feedback to maximise the contribution of the call centre. Collaborate with other Directors to optimise the conversion of potential business opportunities. Training and Development: Support Team Managers in training new starters and continuously enhance scripting for improved business conversion. Referral Ownership: Monitor and maintain referral ownership Product Launches: Inform the team of new product launches and assist with script preparation. Customer Interaction: Monitor inbound and outbound calls to customers and clients, generating and booking appointments and referrals for the company Continuous Improvement: Review scripting regularly to enhance and maximise opportunities and conversion of calls to business. The Ideal Candidate:
Previous estate agency experience is essential. Enthusiastic and pro-active team player with a can-do attitude. Effective motivator with the ability to liaise confidently and professionally with clients. Highly organised with intermediate Word, Excel, and Outlook skills. Strong attention to detail. Confident communicator with a high level of written and spoken English. Proven track record in performance improvement Previous experience running / managing a contact call centre Benefits:
Competitive salary package: GBP70,000 in Year One, Basic with commission in Year Two, with an GBP80,000 OTE. Opportunities for career progression within a growing organisation. Dynamic and collaborative work environment. Comprehensive benefits package. If you have a passion for estate agency, a track record of leadership, and a commitment to delivering exceptional customer service, we invite you to apply for the position of Head of Contact Centre with our esteemed client. Join us in shaping the future of our customer service operations and contributing to the success of our thriving Property agency.
Contact Details: If you are interested in this role please contact Sally at Rayner Personnel on (phone number removed) and please send us a copy of your CV to (url removed)
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We receive a great many applications for our vacancies and try to respond to as many as we can as quickly as possible. If you have not heard from a member of the team within 48 working hours, please assume that on this occasion your application has not been successful, but please feel that you may apply for other roles we are advertising in the future.