New Homes Advice Team Lead - Hybrid

Clarion; Greater London; Hybrid; GBP 38,000 - 47,000; Full time

Job summary

Clarion in London is seeking an experienced New Homes Advice Team Leader to guide the team in delivering an outstanding customer journey. You will provide leadership, resource planning and performance monitoring, quality-check calls, and work with the New Homes Advice Manager to meet KPIs, SLAs and customer satisfaction.

This hybrid role supports a fast-paced team, with a focus on developing colleagues, improving processes, and delivering a swift, informative service to customers seeking housing

Qualifications

• Experience as a Team Leader or in an operational role with clear leadership potential.
• Understanding omnichannel customer service and what great customer journeys look like.
• Confident using Microsoft Office, Dynamics 365 and telephony systems.
• Experience supporting colleagues through change and driving adoption.

Responsibilities

• Provide leadership, resource planning and operational support to the New Homes Advice Executives.
• Quality check calls, monitor performance and drive improvements to meet KPIs, SLAs and customer satisfaction.
• Identify products and services that best meet customers' needs and encourage viewings.
• Collaborate with the New Homes Advice Manager to deliver departmental objectives.

Skills

Leadership

Customer service

Change management

Organisational skills

Tools

Microsoft Office

Dynamics 365

Telephony systems

Job description

Clarion in London is seeking an experienced New Homes Advice Team Leader to guide the team in delivering an outstanding customer journey. You will provide leadership, resource planning and performance monitoring, quality-check calls, and work with the New Homes Advice Manager to meet KPIs, SLAs and customer satisfaction.

This hybrid role supports a fast-paced team, with a focus on developing colleagues, improving processes, and delivering a swift, informative service to customers seeking housing