New Homes Advice Team Leader

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

Location: Hybrid/London, NW1

Salary: London - £37,854 - £47,319 per annum / National - £34,869 - £43,586 per annum

Hours: 36 per week

Contract Type: Permanent

Do you have the abilities to lead, inspire and make a real difference to a customers journey?

We're looking for an experienced New Homes Advice Team Leader to join our team and play a key role in delivering an outstanding customer experience.

You'll provide leadership, resource planning and operational support to our New Homes Advice Executives, helping the team achieve its KPIs, SLAs and customer satisfaction goals. You'll quality check calls, monitor performance, identify opportunities to improve and work closely with the New Homes Advice Manager to deliver departmental objectives.

You'll identify the products and services that best meet customers' needs, using your expertise to recommend suitable housing options, clearly explain the choices available, and encourage customers to book a viewing of their preferred property.

We're looking for someone who:

• Has experience as a Team Leader or has excelled in an operational role, with clear leadership potential.
• Understands omnichannel customer service and what great customer journeys look like.
• Is confident using Microsoft Office, Dynamics 365 and telephony systems.
• Has experience supporting colleagues through change, with the ability to adapt, motivate and bring people with them.
• Is organised, customer-focused and passionate about delivering a swift, informative and positive service.

If you're a natural leader who thrives in a fast-paced environment and wants to help a team and its customers succeed, we'd love to hear from you.

Before applying, please take a moment to read the full role profile and behaviours to ensure your skills, experience and capabilities align with the requirements of the role.

Salaries are just the starting point. Here at Clarion, we're dedicated to rewarding hard work and commitment, and providing benefits that support you and your lifestyle - dive in and find out more.

Closing Date: Tuesday 17th November 2026 at midnight.

We do not use AI as part of our shortlisting process. All applications are reviewed by the hiring manager and a second colleague to ensure each application is considered fairly and carefully.

Please ensure that your CV and responses to the competency-based questions are written in your own words and reflect your personal experience and skills. The use of AI to generate or write these responses is not permitted, and fully AI-generated content will not be accepted.

This is a hybrid role with a base location at our office in Camden. Candidates will be expected to work from the office once a month, subject to change depending on business needs.

If you live outside the M25, your salary will be based on your location and aligned to the National pay scale.

You must be eligible to work in the UK to apply for this vacancy; Clarion are not able to offer visa sponsorship. You are required to reside in England or Wales for the duration of your employment.

Diversity and Inclusion

We want Clarion to be a workplace where everyone feels valued, can be themselves and know they can reach their full potential. We embrace and celebrate our differences through various initiatives and support colleagues through a number of staff networks.

We're committed to building a strong, diverse workforce and making Clarion an inclusive place to work.