Job Role: Property Transfer Customer Support Team Leader
Location: Torquay
Hours: 35 hours per week - Monday to Friday
At Innovus, we are committed to delivering market leading solutions and professional services. As a Property Transfer Customer Support Team Leader, you will be contributing to our vision to be recognised as the market leading provider of services to the UK’s property sector.
We are proud to employ highly skilled, experienced and innovative people who deliver business expertise and services across the property industry.
Main Purpose of Job:
To lead and motivate the Property Transfer Customer Support team based in our Torquay Centre of Excellence. This is achieved through support, training and development of advisers within our very busy customer support telephony team.
Position in Organisation:
This role reports to the Torquay based Property Transfer Manager within the Property Transfer Department.
Main Responsibilities:
* Oversee the smooth day-to-day running of the Property Transfer customer support team based in the Torquay Centre of Excellence, including day to day line management of a Team of customer support advisers.
* Ensure all HR policies and procedures are followed including holding monthly 121’s, coaching and training, effective absence management as well as the onboarding and support of new team members.
* Use excellent communication skills to motivate, engage and drive your team to deliver a consistently high level of service for customers and clients.
* Develop and publish reporting on key performance indicator’s such as: Answer rate, Grade of Service, AHT, schedule adherence as agreed by Department Senior Leadership.
* Manage and co-ordinate shift schedules, breaks etc. for your team to ensure correct levels of staffing to meet customer demand and deliver against agreed service levels.
* Create a system to use voice of customer to identify trends in customer enquiries or recurring issues, providing recommendations for process improvements
* Liaise with Team Leader peers across the property transfer department to improve process, feedback and service delivery between the telephony and administrative teams.
* Ensure agents have the resources, training, and support they need to perform effectively, using our CRM and telephony systems.
* Act as the point of escalation for complex customer issues, helping to resolve them quickly against our internal escalation framework, this may involve emailing or calling customers to ensure timely resolution.
* Implement and monitor quality assurance processes to ensure service is being delivered to a high standard with regular coaching and mentoring to improve the skill of agents within your team.
Experience:
* Demonstratable passion for providing excellent customer service
* Previous leadership experience essential to this role, with experience in contact centre type environments preferred
* Property Transfer is a busy customer service department supporting conveyancing and property transactions for leading UK property management client, any experience in property or property transactions would be useful but not essential.
Working at Innovus:
At Innovus, we recognise that people come to work to do a great job, and we actively support this through our internal employee reward platform and a culture that celebrates contribution.
We’re passionate about helping our people grow and progress, and we encourage ongoing personal and professional development. We also understand the importance of a healthy work-life balance, offering flexibility where possible depending on role requirements.
Everything we do is guided by our core values: Trust, Respect, Integrity, Innovation, and Delivery.
What We Offer:
At Innovus, we believe our people deserve the best, just like our customers. That’s why we provide the tools, training, and support you need to thrive, alongside a competitive salary and a great range of benefits.
We're committed to creating a supportive, inclusive workplace where everyone can succeed.
Diversity and Inclusion:
At Innovus, we’re committed to building a diverse and inclusive workforce and recruit based on merit. We welcome applications from everyone, including those interested in job share opportunities.
As an inclusive employer, we provide equal employment opportunities to all qualified candidates. If you have any accessibility requirements or need adjustments at any stage of the recruitment and selection process, please contact our team, we are happy to support you.
Ready to apply:
Click the ‘Apply’ button below to begin your application. You’ll be asked to upload your CV and answer a few short questions. As part of the process, you may also be invited to complete online verbal and numerical reasoning tests.
Please note that, due to the nature of our sector, all roles are subject to an Enhanced DBS check.
If you meet the criteria for the role, we’ll be in touch to arrange a brief telephone interview. Shortlisted candidates will then be invited to a first-stage interview with the hiring manager and a member of our team.
Due to the high number of applications we receive, we may not be able to contact everyone individually — but we truly appreciate your interest in joining Innovus.