Customer Support Team Manager

📍SHEFFIELD, HYBRID 3 DAYS PER WEEK IN OFFICE, 2 REMOTE/WORK FROM HOME.

OUR 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!

THE 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.

WHAT 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...