Customer Service Team Leader

Industry Sector : Enterprise Software,Other
Location : South East London
Package : £28000
Job Description :


We are one of the fastest growing property technology start-ups in the UK, and our mission is to improve people's lives by making propeerty management more straightforward.

Simply put, we provide homeowners, landlords and property managers a transactional marketplace to find and hire repairs, maintenance and home improvement professionals with a few clicks. We are exclusive partners to leading brands such as Zoopla, B&Q, Wayfair, HomeOwners Alliance, Nestoria, the house Shop, the Planning Portal and Notting Hill Genesis. We have big plans and are growing our team of dreamers and doers so if you want to shape the future of the company as we continue to grow and expand nationally and internationally, then keep reading!


  • Leading and developing a team of 3-5+ agents (UK & GER)
  • Oversees all aspects of the customer service experience to troubleshoot processes and procedures and make improvements of customer service quality
  • Working together with the Line Manager on creating and improving processes for customer service representatives to interact with customers via telephone, email and live chat
  • Give training to new team members and will be looking into a training process for it
  • Makes regular reports to the Line Manager about department milestones and progress
  • Holds regular 1-2-1 meetings with department staff to discuss expectations and hear team concerns
  • Works closely together with the Sales and Account Management Teams to improve overall Customer Experience
  • Manages the team in line with company’s and departemental KPI’s and SLA’s
  • Maintains confidentiality regarding personnel information and customer financial data by keeping sensitive documents private and secure
  • Liaises with upper management, vendors, contractors and key stakeholders to ensure quality of products and efficiency of department


  • Proven working experience in leading a Customer Service Team
  • Experience in providing customer service support
  • Excellent knowledge of team leading methods and techniques
  • Proficiency in English and German (native language)
  • Working knowledge of customer service software, databases and tools
  • Awareness of industry’s latest technology trends and applications
  • Ability to think strategically and to lead
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • Able to work independently on given tasks and projects


  • 23 days annual leave per calendar year plus all bank holidays
  • 10-day flexible work from home policy
  • Private medical insurance including discounted gym membership, optical, dental and private GP
  • £200 learning and development fund
  • £1,000 introducer bonus, if someone you introduce joins the company
  • Food for thought: bottomless fruit, cereal, coffee and cold drinks in the kitchen
  • Regular company sponsored lunches, dinners and social gatherings
  • Season Ticket Loan, Cycle To Work and Techscheme programs

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  • Critical Resourcing have played a major part in the significant growth of our headcount over the past 18 months. They’ve provided us with the talent and expertise we’ve needed across the business. They have taken the time to understand our requirements and therefore know the sort of candidates we are looking for which makes the recruitment process much more efficient and successful.

    Kevin Stillwell

    Customer Service Director


  • Critical Resourcing supports us with hiring for technical roles at OCSL ITO. Their understanding of our business needs and culture of the organisation means that we always receive a high calibre of technical candidates, enabling us to hire the skilled people we need for our business.

    Iain Maclean

    Business Unit Director


  • I have a great relationship with Critical Resourcing – they’re able to source and deliver excellent candidates for our business every time. They are highly efficient, a pleasure to work with and I’d recommend them to any company.

    Nicola Jakeman

    Head of Business Support

    Adept Telecom