Client Accounts Team Leader- Landlord Support

Leaders Romans Group; London; On-site; GBP 30,000 - 60,000; Full time

Job summary

Join a dynamic and award-winning property company as a Client Accounts Team Leader in the Landlord Support Team. This exciting role offers the opportunity to lead a dedicated team, ensuring top-notch customer service while managing client accounting tasks. With a focus on professional growth and a culture that values employee development, you will play a pivotal role in fostering collaboration across departments. If you're passionate about real estate and ready to take your career to the next level in a supportive environment, this position is perfect for you. Embrace the chance to make a significant impact in a thriving organization.

Benefits

Market leading training

Generous holiday allowance

Salary sacrifice pension scheme

Quarterly and yearly awards

Qualifications

• Experience in client accounting and exceptional communication skills are essential.
• Leadership experience and ability to drive KPIs are crucial for success.

Responsibilities

• Oversee the day-to-day operations of the Landlord Support Team.
• Monitor KPIs, manage workloads, and ensure quality of service delivery.

Skills

Exceptional communication skills

Leadership/Management experience

Client accounting tasks and procedures

Ability to take ownership of complaints

Ability to drive forward KPIs

Tools

Excel

PropCo and other Lettings systems

Job description

Job Title: Client Accounts Team Leader - Landlord Support

Location: Becket House, Worthing

Brand: Leaders Romans Group

Salary: Competitive Salary Package

About Us:

LRG are an award-winning national property company, going through exciting periods of growth and offering tailored training and development programmes at all levels. With over 200 branches across England and Wales, we have a reputation for perfection and delivering an outstanding customer experience. Investment in people is built into our culture, and there are opportunities for driven individuals to achieve their career aspirations within the company.

Job Summary and Key Responsibilities:

We have an exciting opportunity within the LRG Client Accounts team to join our new Landlord Support Team as a Team Leader. The Landlord Support Team Leader will be responsible for the day-to-day running of the team, including fostering a culture with excellent customer service at the forefront, and facilitating the smooth delivery of the multi-landlord service offering.

Key Responsibilities:

• Monitor KPI’s and SLAs to identify improvement opportunities:
  • Develop and maintain ticket and call performance reporting, reviewing performance regularly, and support with reports and communication to the wider business.
  • Regularly assess and prioritise workloads across the team, with particular focus to ensure multi-landlord diary is scheduled and worked within agreed SLA’s.
  • Implement quality checking of internal and external correspondence, and reports produced for landlords, supporting the team to strive for continuous improvement.
• Provide support to Management whilst working with other Team Leaders and Seniors:
  • Share trends and analysis insight to the Landlord Support Manager to support with the Board report.
  • Work closely with and build relationships with key personnel across Client Accounts and Credit Control.
  • Pro-actively build relationships with Branch, Property Managers, and Regional Directors to promote a positive and collaborative relationship between Landlord Support and the wider business.
  • Collaborate with the Client Accounts Acquisition team to facilitate a smooth transition of landlords into the business from both acquisitions and management takeovers.
• Leadership & Management:
  • Complete regular 1-2-1’s with the team, providing feedback on performance, supporting growth and promoting development.
  • Co-ordinate succession planning and upskilling of Senior staff with delegation of appropriate tasks.
  • Provide coaching and development of the team to aid with growth and development of future talent.
  • Take ownership of complaints & escalated issues, with the intent of sharing knowledge and empowering staff.
  • Hold regular team meetings promoting an inclusive atmosphere where everyone’s input is valued, and ensure changes & best practices are communicated effectively.

What are we looking for:

Essential:

• Experience in client accounting tasks and procedures.
• Exceptional communication skills.
• Ability to take ownership of complaints/difficult queries.
• Leadership/Management experience.
• Ability to drive forward KPI’s and meet expectations.

Desirable:

• Lettings Experience.
• Excel experience.
• System knowledge i.e. Use of PropCo and other Lettings systems.

What we can offer you:

• Proven track record for career growth and advancement within the company.
• Market leading training and ongoing professional development.
• Supportive and collaborative team environment.

Benefits:

• Competitive base salary and Commission structure.
• Quarterly and yearly awards including trips abroad.
• Salary sacrifice pension scheme.
• Generous Holiday allowance, increasing by 1 day per year based on service with the option to purchase an additional 5 days holiday per year.

Leaders Romans Group are an equal opportunities employer and encourage candidates of all backgrounds to apply. We look forward to welcoming a dedicated individual to our team who shares our commitment to excellence in the Real Estate Industry.

Leaders Romans Group does not engage the services of Recruitment agencies for the purpose of hiring. All job openings are managed directly by our Internal Recruitment team. We do not accept unsolicited CVs or candidate referrals from Recruitment agencies, and any such submissions will not be considered.