Team Leader – Customer Success & Operations

Full job description

To lead and develop a multi-disciplinary team, ensuring the effective delivery of ground rent and leasehold services, high standards of customer service, operational efficiency, and compliance with relevant legislation and policies.

Key Responsibilities

• Lead, motivate, coach, and develop the team to achieve departmental objectives and performance targets.
• Manage workloads, monitor KPIs, and conduct quality audits to maintain service standards.
• Oversee customer communications and resolve complex enquiries, complaints, and escalated cases.
• Ensure operational systems and records are accurate and maintained.
• Identify and implement process improvements to enhance efficiency and reduce costs.
• Monitor budgets and income performance, reporting on results and supporting the achievement of financial targets.
• Ensure compliance with relevant legislation, GDPR, and organisational policies.
• Provide operational support and undertake additional duties as required.

Knowledge, Skills and Experience

• Experience leading and developing a team in a customer-focused environment.
• Strong organisational, communication, and decision-making skills.
• Ability to prioritise workloads, solve problems, and manage complaints effectively.
• Experience managing budgets, performance targets, and operational processes.
• Strong attention to detail with the ability to work under pressure.

Personal Attributes

• Positive, proactive, and customer-focused.
• Strong leadership and interpersonal skills.
• Resilient, adaptable, and committed to continuous improvement.

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