Housemates is a student accommodation marketplace built with the student in mind. Our platform empowers students and young people to find and secure accommodation while offering accommodation providers global exposure, genuine bookings, and streamlined inventory management. Our vision is to become the leading accommodation brand for every student, and we are looking for exceptional individuals who share our curiosity, passion, and collaborative spirit to join us in making student moves smooth.
We are looking for an exceptional individual who can lead a team to deliver an amazing customer experience to our customers. Dealing with customers on the phone, email and via live chat, the successful candidate will be motivated, organised, and dedicated to delivering a great service on behalf of their customers.
This is a full-time position, working 5 days a week on a rota basis, between the hours of 8am - 8pm. We operate Monday-Sunday therefore flexibility is vital for this role.
The Customer Service Team Leader will play a pivotal role in overseeing our customer service operations, leading a team of multi-skilled, multi-channel agents. The role requires strong leadership, effective communication, and the ability to drive performance while ensuring the delivery of outstanding customer service.
What you will do…
- Motivate and lead a team to consistently achieve and exceed performance metrics.
- Foster a high-performance culture that prioritises customer satisfaction and quality service.
- Create and manage staff rotas and schedules to optimise operational efficiency and ensure adequate coverage.
- Develop and deliver coaching and training modules to address customer pain points and improve the team's skills.
- Conduct regular one-on-one meetings to engage with team members and provide feedback.
- Monitor and maintain quality standards, addressing performance and attendance issues proactively.
- Delegate tasks effectively to meet strict SLA response deadlines.
- Manage workflow across the team to prevent missed opportunities and abandoned customer contacts.
- Document and communicate processes to enhance support and drive continuous improvement.
- Provide real-time support to agents, empowering them to make informed decisions.
- Assist with customer queries and complaints as necessary.
What we’re looking for...
- Previous experience as a Team Leader or Manager in a customer service environment is essential.
- Sales experience is required, with a proven track record of achieving sales targets.
- Strong literacy skills and acute attention to detail.
- Exceptional communication skills, both internally and externally.
- Effective problem-solving and performance management skills.
- Consistent track record of delivering exceptional customer service.
- Strong multitasking and prioritisation abilities.
- Familiarity with multi-channel communication tools, including web, 2-way SMS, and Live Chat.
Company benefits…
- Competitive salary
- Team activities in and outside of the office
- Purpose-driven, values-based company
- Non-corporate atmosphere
- 26 days holiday + bank holidays
- A day off for your birthday
- Flexibility to work remotely
If you're a motivated and skilled leader with a passion for delivering outstanding customer service, we encourage you to apply for this exciting opportunity at Housemates. Join our team and be a driving force in shaping exceptional customer experiences.
Apply now by submitting your CV and a cover letter detailing your relevant experience and why you're a great fit for this role.