Client Services Manager

Customer Contact Lead £40,000 - £50,000 basic + bonus | Reading | Monday-Friday, WFH Fridays Lead the team that makes the first impression count. My client is looking for a Customer Contact Lead to run their team of Lettings Coordinators — the first point of contact for every new applicant, qualifying enquiries and booking them in for viewings across a growing residential portfolio. It's a fast-paced, KPI-driven environment, and they need someone who leads from the front: coaching on calls, reading the data in real time, and turning a good team into a great one. This is a brilliant opportunity for someone with a background in a contact centre or call centre environment, ideally combined with experience in residential lettings or Build to Rent, who's ready to step into a leadership role with real autonomy and impact. The role • Leading, coaching and developing a team of Lettings Coordinators through the entire enquiry-to-viewing journey • Getting hands-on with enquiries when the team needs backup • Using real-time performance data to balance workloads, spot trends, and keep KPIs on track • Building a coaching framework that sharpens call quality, objection handling and conversion • Owning viewing booking targets and enquiry-to-viewing conversion rates • Driving a high-performance culture through structured 1-1s, reviews and recognition • Championing service excellence, leading by example on the trickier resident conversations • Staying ahead on tech — CRM systems, reporting tools, and how AI can improve enquiry handling What they're looking for • Proven experience in a phone-based sales or contact centre environment • 3+ years leading a sales team, with a track record of hitting and beating targets • A background in property, Build to Rent or estate agency lettings is preferred, though strong sales leadership from any fast-paced, KPI-driven environment will be considered • An energetic, hands-on leader who thrives under pressure • Confidence working with data — able to read performance trends and act on them • Comfortable with CRM and reporting tools, and open to new tech that improves the customer experience On offer • £40,000-£50,000 basic + circa 20% bonus against personal and team performance (paid annually) • Medical, critical illness and dental insurance • 8% pension • Work from home every Friday • The chance to lead a team of 4 direct reports within one of the UK's fastest-growing Build to Rent platforms #LI-LR1