Client Accounts Team Leader

Job Title: Client Accounts Team Leader - Landlord Support

Location: Becket House, Worthing

Brand: LRG

Salary: Competitive Salary Package

About Us:

LRG are an award-winning national property company, who are going through exciting periods of growth and offer tailored training and development programmes at all levels. With over 200 branches across England and Wales we have a reputation for perfection and delivering an outstanding customer experience. Investment in people is built into our culture, and there are opportunities for driven individuals to achieve their career aspirations within the company.

Job Summary and key responsibilities

We have an exciting opportunity within the LRG Client Accounts team to join our new Landlord Support Team as a Team Leader. The Landlord Support Team Leader will be responsible for the day to day running of the team, including fostering a culture with excellent customer service at the forefront, and facilitating the smooth delivery of the multi-landlord service offering.

Key Responsibilities:

• Monitor KPI’s and SLAs to identify improvement opportunities:
  • Develop and maintain ticket and call performance reporting, reviewing performance regularly, and support with reports and communication to the wider business.
  • Regularly assess and prioritise workloads across the team, with particular focus to ensure multi-landlord diary is scheduled and worked within agreed SLA’s.
  • Implement quality checking of internal and external correspondence, and reports produced for landlords, supporting the team to strive for continuous improvement.
• Provide support to Management whilst working with other Team Leaders and Seniors:
  • Share trends and analysis insight to the Landlord Support Manager to support with the Board report.
  • Work closely with and build relationships with key personnel across Client Accounts and Credit Control.
  • Pro-actively build relationships with Branch, Property Managers, and Regional Directors to promote a positive and collaborative relationship between Landlord Support and the wider business.
  • Collaborate with the Client Accounts Acquisition team to facilitate a smooth transition of landlords into the business from both acquisitions and management takeovers
• Leadership & Management:
  • Complete regular 1-2-1’s with the team, providing feedback on performance, supporting growth and promoting development.
  • Co-ordinate succession planning and upskilling of Senior staff with delegation of appropriate tasks.
  • Provide coaching and development of the team to aid with growth and development of future talent.
  • Take ownership of complaints & escalated issues, with the intent of sharing knowledge and empowering staff.
  • Hold regular team meetings promoting an inclusive atmosphere where everyone’s input is valued, and ensure changes & best practise are communicated effectively.

What are we looking for:

Essential:

• Experience in client accounting tasks and procedures.
• Exceptional communication skills.
• Ability to take ownership of complaints/difficult queries.
• Leadership/Management experience.
• Ability to drive forward KPI’s and meet expectations.

Desirable:

• Lettings Experience
• Excel experience
• System knowledge i.e. Use of PropCo and other Lettings systems

What we can offer you:

• Proven track record for career growth and advancement within the company
• Market leading training and ongoing professional development
• Supportive and collaborative team environment

Benefits:

• Competitive base salary and Bonus structure
• Quarterly and yearly awards
• Salary sacrifice pension scheme
• Generous Holiday allowance, increasing by 1 day per year based on service with the option to purchase an additional 5 days holiday per year

LRG are an equal opportunities employer and encourage candidates of all backgrounds to apply. We look forward to welcoming a dedicated individual to our team who shares our commitment to excellence in the Real Estate Industry.

LRG does not engage the services of Recruitment agencies for the purpose of hiring. All job openings are managed directly by our Internal Recruitment team. We do not accept unsolicited CVs or candidate referral from Recruitment agencies, and any such submissions will not be considered.