Hamptons are currently looking for an experienced Team Leader to join our Client Services Inbound Department in our Aldgate office.
As a key part of our team, you will be responsible for handling client enquiries, ensuring a seamless experience by qualifying their needs and scheduling valuation appointments with the appropriate front office. You will also take an active role in team line management, overseeing processes, driving operational improvements, and supporting the training and development of team members.
Key Responsibilities:
Client Engagement & Enquiry Management
- Manage inbound leads, thoroughly qualifying and converting them into marketing opportunities for front offices.
- Respond to web chat enquiries, ensuring timely and professional communication.
- Liaise with clients, prospective buyers, and tenants, directing them to the appropriate department or branch.
- Promote and cross-sell additional services to potential clients.
Process & Performance Management
- Oversee Inbound processes, identifying areas for improvement and ensuring best practices are followed.
- Support data management and reporting, ensuring accurate tracking of enquiries and conversions.
- Work towards individual and team targets, contributing to overall business objectives.
Line Management & Team Support
- Assist in the training and onboarding of new starters, ensuring a smooth transition into the team.
- Provide guidance and support to team members, helping them develop their skills.
- Monitor consultants’ performance against KPIs through regular reviews, including structured quarterly meetings and monthly one-to-ones.
- Address performance management and disciplinary matters where necessary.
- Contribute to and lead team meetings, sharing insights and feedback to enhance performance.
Key Skills & Competencies:
- Process-driven with strong organisational skills.
- Leadership qualities with the ability to support and guide team members.
- Excellent communication skills, both written and verbal.
- Proactive and results-focused, with a positive and determined attitude.
- Strong IT proficiency, including experience working with multiple systems (Microsoft Office, CRM software, etc.).
- Exceptional customer service skills and a professional phone manner.
- Ability to multitask and work independently, managing your own workload effectively.
Benefits
- Competitive Salary
- Uncapped commission structure
- Industry leading training & opportunities for continued progression
- 25 days (plus bank holidays) and your birthday off
- Enhanced sick pay
- Enhanced maternity pay
- 24/7 EAP
- Retail, gym and industry related discounts
In the 150 years since we first opened our doors for business as Estate Agents, we have learnt many things, the most important of which is that the secret to success comes down to one thing - great people.
If this sounds like the role for you please apply or for further information contact [email protected]
