Customer Support Team Manager

01Our mission

• Two in five people in the UK rent their homes. Our mission? To be the gold standard platform for renting.

• We started Goodlord because we wanted to make renting simple and transparent for everyone involved: the agent, the landlord, and the tenant. We knew Generation Rent would lead to more tenants, with higher digital expectations and we were confident we could provide a solution

• Like all scale-ups it’s been a bit of a rollercoaster journey, but we’re now stronger than ever, with around 3,000 letting agents using the platform, exciting and varied products and 320+ Goodlordians across the group supporting the mission!

02The Opportunity

As a Customer Support Team Manager, you’ll work alongside fellow Support Managers to oversee the day-to-day running of the Support department, ensuring we consistently meet our performance, productivity and quality targets.

You’ll lead, motivate and develop your team, building a high-performing culture focused on accountability, continuous improvement and delivering an exceptional customer experience. Using key metrics such as productivity, CSAT and quality, you’ll identify opportunities to improve performance and support your team to succeed.

You’ll also play an important role in driving the wider department forward, working closely with the Head of Support & Onboarding to improve processes, strengthen quality assurance and build a culture of knowledge sharing and continuous learning.

03What we need from you

You should apply if you:

• Have experience leading B2C and B2B customer support or contact centre teams, with a strong understanding of customer support processes.

• Have experience managing people, workloads and resources to achieve contact centre targets.

• Are confident managing performance and absence within a contact centre environment.

• Have experience delivering training, onboarding new starters and implementing new processes and systems.

• Are passionate about developing people and helping them reach their potential.

• Are highly organised, able to prioritise and meet deadlines.

• Stay calm under pressure and thrive in a fast-paced contact centre environment.

• Are open to feedback, eager to learn and committed to personal development.

• Adapt well to change and can bring your team along with you.

• Communicate confidently with stakeholders at all levels.

• Are proactive, share ideas and turn them into action.

04Why you'll love being a Goodlordian

Aside from the role, the people, our culture and our mission, we have some other things that make Goodlord a pretty awesome place to be. Here’s a few favourites amongst Goodlordians (check out our careers page for more info).

• Grow with Goodlord: your development is important to us, that’s why we are Great Place to Work - certified. Have a goal in mind? Share it with us so we can use some of our annual development fund to support it. We guarantee you’ll learn loads and develop both personally and professionally!

• Your well-being matters: bi-weekly coaching with Sanctus to provide Goodlordians with a safe place to talk and support your mental health

• 25 days holiday (plus UK Bank holidays) plus 1 day per full holiday year up to 32 days: We believe regular breaks are essential for well-being and we encourage (some may say expect!) all Goodlordians to take full advantage of their annual leave entitlement.

• Supporting your family: we offer Goodlordians of all genders a generous 3 months of fully-paid time off to look after their new arrivals

• Our team: we’re an energetic, sociable, and talented bunch who are super passionate about what we do and determined to make a difference. We’re all in it together, we learn from each other, we’re genuine and we don’t have time for politics

05What’s next?

If you’re ready to help us on our mission to be the gold standard platform for renting, then click apply (2-3 minutes)!

A full job spec is available on request.

Goodlord wants applicants from all backgrounds and walks of life; we are an equal opportunity employer committed to creating an inclusive environment.

Creating a space where everyone feels included is central to who we are. Because we're an open book and we learn from each other, we actively champion diverse perspectives and unique life experiences. If there is anything you need to participate fully in the interview process, we'd love to hear about that too - please include it in your application.

** Please note, as we are regulated by the Financial Conduct Authority, all Goodlordians are required to pass a thorough referencing check via Experian before joining the team. We will only ask for references at the point of making an offer.

No agencies please - we have tried and trusted partners we would turn to should we require support.

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