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Inbound Team Leader

Savills
Job LocationRichmond, Surrey
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

This is a full time role based in One Church Road, working Monday - Friday and every other Saturday (receiving a day in lieu). The successful candidate will lead a team of consultants to meet input and output goals. In order to do this, you will need to work closely with the Lettings, Sales and Marketing teams to facilitate collaboration and communication. In addition, you will assistwith high level long-term customer-centric projects that support insights and innovation.The Hive has been re-imagined as the new Client Services Department, fit for the 21st century. This team plays a vital role in Savills long term growth strategy. This role requires a person who is able to embrace new techniques, champion customer centricityand provide outstanding service to clients. Responsibilities

  • Motivate and engage the team to meet their input and output goals
  • Support the initiative to increase our Revenue per call
  • Be accountable for your own targets, contributing to the overall success of the team
  • Manage the day-to-day operations of the team, ensuring that tasks are completed efficiently and effectively
  • Manage and respond to escalations, providing appropriate resolution and following up to ensure satisfaction
  • Assist with recruiting, onboarding and training
  • Manage a team of Consultants, providing consistent coaching and guidance
  • Monitor the performance of the team and provide regular performance updates to the Head of Inbound
  • Identify and address any performance issues within the team
  • Ensure that the team adhere to the companys communication styles and service level agreements
  • Understand the companys organisational structure and marketing campaigns
  • Support Marketing in their initiate to close the feedback loop
  • Be the "voice of the brand" and uphold the benchmark of the brand
  • Promote the use of additional services to customers and identify value-add opportunities
  • Ensure systems are being used accurately
  • Ensure that all team members are following all Hive procedures, processes and frameworks
Essential Skills and Experience
  • Experienced manager (1+ years) / Excellent coaching and mentoring skills
  • Experience within Property sector (2+ years) / good understanding of a call centre environment
  • Ability to adapt, grow and learn quickly
  • Ability to work under pressure and meet deadlines
  • Excellent communication and interpersonal skills
  • Strong organisational and time management skills
  • Passion for delivering exceptional customer service
  • Knowledge of call centre operations, processes and metrics
Out benefits:Savills employee offer

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