Contact Centre Team Manager

📍Lincoln - 3 days per week in our Lincoln city centre office & 2 days per week remote (or office if you prefer!)

Our mission:

• Two in five people in the UK rent their homes. Our mission? To provide them with the best renting experience in the world 🌎
• We started Goodlord because we wanted to make renting simple and transparent for everyone involved: the agent, the landlord, and the tenant. We knew Generation Rent would lead to more tenants, with higher digital expectations and we were confident we could provide a solution 💪Like all scale-ups it’s been a bit of a rollercoaster journey, but we’re now stronger than ever, with around 3,000 letting agents using the platform, exciting and varied products and 320 Goodlordians across the group supporting the mission! 💚

The Opportunity:

We’re on the hunt for a Contact Centre Manager to lead and scale our Referencing operation in Lincoln. You’ll be the driving force behind a high-performing team, with the energy, pace, and vision to take our service to the next level.

You will:

• Build and grow a high-performing Referencing team - from structure to delivery
• Lead, develop and coach Team Leaders and Referencing Executives (some remote!)
• Collaborate closely with our Insurance Sales and Insurance Claims teams to reduce risk and add value
• Act as a key escalation point and trusted partner across the business

What we need from you:

• Experience of building and leading teams in a fast-paced, service-led contact centre environment
• Experience managing team leaders and multiple high-volume teams - you will have led at least two teams of 8-10 people per team. If this is distributed that's even better!
• Thrives on change and knows how to lead through growth and transformation
• Strong people leadership skills and a real customer-first mindset

What's in it for you (our perks include):

• 🚀 Grow with Goodlord: your development is important to us, that’s why we are Great Place to Work - certified. Have a goal in mind? Share it with us and you can use your £1000 annual development fund to support it. We guarantee you’ll learn loads and develop both personally and professionally at Goodlord too!
• 🌴 25 days holiday (plus UK Bank holidays) plus 1 day per full holiday year up to 32 days: We believe regular breaks are essential for well-being and we encourage (some may say expect!) all Goodlordians to take full advantage of their annual leave entitlement.
• 💞 Your well-being matters: bi-weekly coaching with Sanctus to provide Goodlordians with a safe place to talk and support your mental health
• 🤗 Supporting your family: we offer Goodlordians of all genders a generous 3 months of fully-paid time off to look after their new arrivals
• 🤩 Our team: we’re an energetic, sociable, and talented bunch who are super passionate about what we do and determined to make a difference. We’re all in it together, we learn from each other, we’re genuine and we don’t have time for politics

What’s next?

If you’re ready to help us provide the best renting experience in the world, then click apply (it will take 2-3 minutes at most)!

A full job spec is available on request

Goodlord wants applicants from all backgrounds and walks of life, we are an equal opportunity employer committed to creating an inclusive environment. In fact one of our core values is Bring our whole selves to work which is really important to us. If there is anything you need to participate fully in the interview process we'd like to hear about that too, please just include it in your application. Come and join us!

** Please note, as we are regulated by the Financial Conduct Authority, all Goodlordians are required to pass a thorough referencing check via Experian before joining the team. We will only ask for references at the point of making an offer.

Regrettably we are not able to provide sponsorship for this role.

No agencies please - we have tried and trusted partners we would turn to should we require support.