GetAgent
Job title:
Client Services Manager
Company
GetAgent
Job description
GetAgent is the first port of call when looking to sell your home. Where buyers go to Rightmove, sellers go to GetAgent. Best known as the estate agent comparison site, we help 20,000 homeowners per month find the best estate agent.With a friendly team of over 85 people based in beautiful offices in Old Street we are backed by some of the industry’s leading investors including Channel 4, Seedcamp and 500 Startups.Together, we are transforming the experience of selling your home.Role OverviewWe’re hiring for a dynamic and experienced Client Services Manager to lead a thriving team of 30 Customer Service professionals, including 4 Team Leaders and 1 Assistant Manager. This role is at the heart of our mission to deliver unparalleled service while driving results and operational excellence. If you’re someone who thrives on motivating others, achieving ambitious goals, and shaping customer experiences we’d love to hear from you.What you’ll be doingLeadership & Team ManagementLead, inspire, and drive the success of a 30-strong customer service team.Manage and mentor 4 Team Leaders and 1 Assistant Manager to create a high-performing and cohesive unit.Conduct regular check-ins, provide actionable feedback, and ensure everyone is aligned with clear, ambitious goals.Plan team schedules to ensure peak performance, even during busy periods.Customer Service ExcellenceChampion a customer-first mindset across the team, ensuring every interaction delivers satisfaction.Collaborate with the Client services Director to resolve escalated issues swiftly and effectively.Keep a sharp eye on performance metrics like Valuation Rate, Call Conversion Rates, Quality Assurance, and cancellation rates.Operational & Process ManagementStreamline processes to boost efficiency and hit key business objectives.Leverage tools and tech to enhance team performance and the customer experience.Stay ahead of compliance, keeping the team aligned with company policies and regulations.Oversee resource planning and ensure your team has the skills and tools to thrive.Performance Tracking & ReportingDive deep into performance metrics to uncover insights and areas for improvement.Report regularly to the Client Services Director, showcasing sales results, customer satisfaction stats, and operational achievements.Set and monitor KPIs for Team Leaders and the Assistant Manager, ensuring accountability and driving results.What we’ll need from youExtensive experience in customer service and/or sales, including 3+ years managing teams.A proven track record in a B2C environment – estate agency or property-related experience is essential.Leadership superpowers, with a knack for coaching, motivating, and building winning teams.A customer-first attitude with the ability to manage complaints and implement service improvements.Skills That Set You Apart:Strategic thinker with a results-driven approach to sales and service.Analytical prowess – you love digging into data to drive decisions and optimise performance.Exceptional communicator, equally comfortable rallying a team or presenting to senior leaders.Cool under pressure, thriving in fast-paced environments.What’s in it for you?Salary: £60,000 – 70,000Benefits: Private Medical Cover, L&D Allowance, Wellbeing Allowance, Perks at Work, Hybrid Working, + Various opt In schemesHoliday: 25 days + BHJoin a growing company at an extremely exciting point in our journeyWork with great people – we place a big emphasis on hiring lovely people. They are the best thing about GetAgentDive headfirst into one of the biggest industries in the world and help simplify the stressful process of moving house!
Expected salary
£60000 – 70000 per year
Location
London
Job date
Sun, 15 Dec 2024 06:28:41 GMT
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