Customer Service Team Leader (12 month contract)

About the role

HomeLet and Let Alliance are part of PIB Group and are market‑leading providers of specialist referencing and insurance services to the lettings industry. We work in partnership with letting agents and landlords to provide an exceptional, compliant and efficient service that helps them protect their portfolios and support their tenants. We are looking for a proactive and people‑focused Team Leader to join our Referencing Team. You will lead a team of Customer Service Specialists to deliver high-quality, accurate and timely tenant references, ensuring an excellent experience for our customers and partners across both the HomeLet and Let Alliance brands. We operate in a fast paced, call centre environment therefore call centre management experience is highly desirable. You will be responsible for day‑to‑day performance, coaching and supporting your team, driving continual improvement and acting as an escalation point for complex queries.

Responsibilities

• Lead, coach, and develop a team of Referencing Specialists to achieve quality, productivity and service targets.
• Manage workflow and resource to ensure SLAs are met across multiple brands and systems.
• Act as an escalation point for complex cases, complaints and queries, ensuring these are resolved swiftly and professionally.
• Monitor and report on team performance, using MI to identify trends, risks and opportunities for improvement.
• Drive a strong customer‑centric culture, ensuring each interaction reflects our values and brand standards.
• Support the onboarding and training of new starters and cross‑skilling of existing team members.
• Ensure adherence to regulatory, legal and internal policy requirements at all times.
• Champion process improvements and work collaboratively with other teams and stakeholders to implement change.
• About You
• Proven experience in a team leader/supervisory role within a contact centre, operations, financial services or similar environment.
• Strong people leadership skills with a passion for coaching, feedback and development.
• Excellent communication skills, with the ability to manage difficult conversations and escalations calmly and professionally.
• Highly organised with the ability to prioritise, manage change and work to tight deadlines.
• Strong attention to detail and a focus on quality, accuracy and compliance.
• Comfortable working with MI and systems to understand performance and make decisions.
• A collaborative approach, able to build effective relationships across teams and locations.
• Experience in tenant referencing, insurance, lettings or financial services would be an advantage but is not essential.

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