Process Manager for Sales and Lettings based in Bracknell

This is an exciting opportunity for an experienced estate agent to join our clients Head Office in Bracknell. This is the ideal role for an enthusiastic manager with excellent communication skills to join our team. You will work alongside the Contact Centre Team managers as an agency expert to ensure the company systems are optimised with regards to the quality and conversion of business opportunities. You will be actively involved in improving the quality of business generated by the department and will interact with The Group branches.

KEY RESPONSIBILITIES

TEAM MANAGEMENT

• Assist the Team Managers to drive performance levels within the team and optimise the conversion of business from the opportunities available in line with targets.
• Take inbound calls from and make outbound calls to The Group customers and clients where significant business opportunities exist
• Generate and book appointments and referrals for The Group offices via your calls made ensuring you are seen as a top performing call team member in terms of personal results on a pro rata basis ?
• Assist in running the morning/welcome briefing to ensure estate agency best practice is communicated consistently and learnings from existing performance shared
• Agrees with Team Managers objectives and data for each call session per day based on your analysis into areas of data which the branch teams can best convert to successful listings and fees
• Assess opportunity logs and session data to decipher most productive data to call and missed opportunities that the contact team is best suited to support branches in converting.
• Gives feedback to Head of Contact Centre/ Central Sales Manager from the team as to what is working/not working and where to mine data for maximum return
• Support the Team Managers to run and take part in competitions and incentives within the call centre to drive performance
• Communicate effectively with branch managers and regional directors to deliver consistencies in feedback and ensure branches are best placed to convert appointments booked for them by the contact team
• Be able to analyse the figures provided in order to identify and maximise potential business opportunities
• Conduct call listening in order to coach the team on best practice and scripting.
• Assists with the implementation of the call centre strategy as set by the Head of Contact Centre
• Agrees team objectives with Head of Contact Centre and support the Team Managers to ensure these are met by delivering good quality leads and conversion of business.
• Escalate underperformance or failure to follow estate agency best practice for the department to Team Managers/ Head of Contact Centre
• Undertakes performance reviews with team remembers as directed in order to improve scripting and conversion of business opportunity
• Consistently review the quality of applicant registration and market appraisal booking in order to optimise conversion, providing training and feedback as required.

SALES OF THE GROUP THIRD PARTY SERVICES

Identify opportunities and offer the full range of The Group services, including but not limited to:

• Sales or Letting Market Appraisal where property is covered by at The Group branchs
• Financial Services Appointments
• Conveyancing Referrals
• Property Management to Landlords and prospective Landlords
• Landlords and tenants insurance
• Refurbishment referrals
• Removals referrals
• Any other relevant services from the product suite

CLIENT & BRANCH RELATIONSHIPS

• Develop and build strong relationships with Branch staff and regional team
• Maximise the sharing of information between branch and the centre to to assist with the conversion of appointments, targeting of resource and sales of The Group services and products
• Work with the branches and other Heads of Process to optimise the conversion of potential business opportunities

PERSONNEL

• Responsibility for escalation of any staff issues to HR/Management
• Support the Team Managers to initially handle internal disputes to resolve and where unable or where personally involved escalates to Head of Contact Centre
• First-line handling of any arising branch issues, escalate to Head of Contact Centre as appropriate

TRAINING

• Responsibility for supporting the Team Managers with the training of new starters
• Inform team of new product launches and assist with script preparation
• Ongoing listening to calls and providing feedback to all team members re quality/missed opportunity
• Review scripting to enhance and maximise opportunity and conversion of calls to business
• Consistently deliver estate agency messaging to the team and support ongoing awareness of the branch environment and how contact team performance and interactions can impact it both positively and negatively
• Provide guidance and training where regulatory or industry changes impact activities performed by the contact team.

ADMINISTRATION

• Being resourceful and finding information on industry or area trends and communicating this to the team in order to keep their knowledge up to date
• Providing timely notification to management of positive or negative trends, urgency of issue or extent of required follow up
• Assist Team Managers in ensuring team members are up to date and accurate on all their records and ensure reports are accurate and sufficiently detailed

MINIMUM REQUIRED PERSONAL PERFORMANCE TARGET

• Work on an 20:80 ratio of Calls:Management, compared to the team

· Ensure this time is focused on the most valuable data and maximise resultant fee income opportunities from it

THE IDEAL CANDIDATE:

• Previous estate agency management experience
• Enthusiastic and pro-active team player with can-do attitude
• Able to effectively motivate a team
• Able to liaise with clients confidently and professionally
• Highly organised
• Intermediate Word, Excel and Outlook skills
• Good attention to detail
• Strong and confident communicator with high level of written and spoken English