Job Description

ROLE PURPOSE

As part of our commitment to providing excellent service to all our customers, the enquiries team offers personalised customer service support, to qualify inbound enquiry calls and generate high intent leads for our internal sales team. We are seeking a dynamic, experienced sales and customer service leader for a pivotal role in driving enquiry to viewing conversion and call handling performance to support the business in achieving its new letting targets. This position presents an exciting opportunity to shape and grow the team, optimising processes and policies to achieve the best outcomes for our current and potential customers.




As the team lead, your primary mission will be to develop a strategic approach to customer service response, including qualifying leads and, potentially over time, other forms of customer contact. You will lead and cultivate the team, providing comprehensive training to ensure adherence to best practices and delivery of a gold-standard customer experience. Your key responsibilities will include handling enquiries, managing, developing, and training the team, ensuring that daily tasks are executed within the required SLAs to the highest standards.




Central to this approach is the continuous emphasis on process improvement, QA and performance monitoring. This entails not only addressing immediate issues but also devising long-term solutions and implementing a strategic plan that aligns with overarching business objectives. By refining existing workflows and vigilantly tracking key metrics, we can improve efficiency, and ensure consistent delivery of a high-quality service. Moreover, it's imperative to bolster our lead generation efforts, ensuring a consistent refinement of high-quality lead qualification processes.

KEY ACCOUNTABILITIES

Leadership

: Develop and implement customer service and sales strategies aligned with company goals. Manage a team of representatives to ensure high-quality service and meet targets, focusing on metrics such as; enquiry-to-viewing conversion, viewing quality, call answer rate, and call handling time.

Insight & Analysis

: Provide insights and recommendations to enhance performance. Collaborate with Marketing to optimize the end-to-end funnel and improve conversion of quality leads, this will
include reporting directly into the Exec on enquiries trading performance

Training

: Design and implement training programs to enhance team skills, working closely with leasing teams to improve product knowledge and sales techniques.

Customer Relations

: Serve as the primary contact for new leasing enquiries and feedback, ensuring timely resolutions and sharing insights to drive customer-centric improvements. Develop QA processes to ensure we deliver consistently good customer service.

Process Improvement

: Continuously evaluate and refine customer service processes for greater efficiency and effectiveness.

Performance Monitoring

: Track & drive performance to meet bonus and commission structures.
Establish team KPIs and assess metrics to identify improvement areas and inform strategic decisions.

Collaboration

: Work with internal stakeholders to address customer needs and enhance operational excellence, fostering strong relationships between customers and the business.

Culture

: Promote a customer-centric culture within the team that extends throughout the organization.

KNOWLEDGE,

SKILLS

AND EXPERIENCE

Essential

Demonstrated success in a customer service leadership position, with direct experience in sales or lead qualification. Exceptional people leadership and communication abilities. Expertise in data analysis and implementing process improvements to boost efficiency and effectiveness. Experienced in presenting and communicating data across all levels of an organisation. Excellent problem-solving skills with a knack for handling customer complaints and resolving issues smoothly. Proficiency in Microsoft Office Suite.

Desirable

Prior experience in the commercial real estate or property management industry. Bachelor's degree in business administration or a related field. Proficiency in CRM software. Previous experience using a help desk system such as Zendesk, Babble etc.

ABOUT US

The Arch Company offers more commercial space for small and medium-sized businesses to rent than any other provider in the UK, supporting thousands of business owners who play a vital role in the UK economy. Established in 2019, our spaces are deeply connected to the rich history and heritage of the railway. Our portfolio spans 24.8 million sq. ft. and includes 5,300 properties, such as railway arches, former station buildings, and parcels of land, many situated in prime urban locations.




Our mission is to create environments where businesses can thrive. As a values-led company, we are dedicated to accountability, making a positive impact, fostering strong business practices, and unlocking potential. We play a crucial role in local economies by supporting job creation and driving economic growth. Backed by our shareholder, Blackstone Property Partners, we have ambitious plans to invest 200 million to revitalize 1,000 previously empty and derelict spaces by 2030 as part of our 'Project 1000' initiative.




Through our ESG Strategy we are committed to fostering a diverse, inclusive, and equitable workplace. We are a member of Real Estate Balance, who help us benchmark ourselves within the industry, and we have a staff DE&I Board to champion DE&I in the company. We are open to flexible working arrangements and offer a comprehensive benefits package, as outlined above.




We believe that our differences make us stronger, and we're committed to providing everyone with a fair chance at success, no matter where they come from or who they are. If you're excited to be part of a company that champions diversity and inclusion but don't meet every requirement in the job description, we still encourage you to apply. You might be the perfect fit for this role or for other opportunities within our organization.




For more information on Benefits, DE&I and open Vacancies, please visit our careers page Careers | The Arch Company