Customer Contact Lead

Role overview

This position leads the first stage of the resident journey, managing a team of Lettings Coordinators to ensure every enquiry is handled smoothly from initial contact through to the booking of viewings. The role combines hands-on customer contact, team leadership, performance coaching and data-led decision-making in a fast-moving, sales-focused setting.

You will step in directly on enquiries when needed, use live performance information to balance workloads and protect KPIs, and help the team maximise conversion so homes can be let successfully across the UK.

Working pattern and compensation

Hours are Monday to Friday, 9:00am to 5:30pm, with one day working from home. Salary is competitive and includes bonus and benefits.

What the role involves

• Leading a team responsible for the full new-enquiry process for lettings.
• Taking direct ownership of customer contact where needed, including complex or sensitive situations.
• Using real-time data to monitor workload, activity and results.
• Setting and maintaining clear KPI expectations for the team.
• Coaching team members to improve qualification, conversion, call quality and objection handling.
• Building and maintaining a high-performance culture based on results, development, engagement and recognition.
• Overseeing booking targets and conversion from enquiry to viewing.
• Supporting both inbound and outbound performance to meet agreed benchmarks.
• Working with Lettings Consultants to improve viewing-to-application conversion.
• Analysing trends, sharing rental pricing feedback and suggesting service improvements.
• Helping shape the use of AI in resident interaction and enquiry handling across the business.

Experience and capabilities

• Background in phone-based sales or a contact centre environment.
• At least 3 years of experience leading sales teams.
• Proven track record of meeting and exceeding sales targets.
• Prior exposure to property, build-to-rent or estate agency work is preferred but not required.
• Strong communication and relationship-building skills.
• Confident, energetic leadership style with a hands-on approach.
• Comfortable using CRM platforms, reporting tools and other technology to improve performance and service.
• Analytical mindset with the ability to spot patterns and identify practical improvements.
• Motivated, commercially aware and genuinely enthusiastic about the sector.

Additional information

The organisation is deverellsmith, and the role is based in Reading, England, United Kingdom.