Reports To
Service Delivery Manager
Purpose of the Role
The Inbound Service Delivery Lead is responsible for leading the day-to-day operational performance of the inbound team, ensuring exceptional customer service, achievement of service level agreements, high quality standards and regulatory compliance.
The role combines frontline people leadership with operational management and individual production, ensuring resources are effectively managed, colleagues are developed and operational performance is consistently achieved.
Key Responsibilities
1. People Management
Lead, motivate and develop a team of Inbound Advisors, creating a high-performing, accountable and engaged team culture that consistently delivers excellent customer outcomes.
Responsibilities include:
- Lead, coach and develop team members through regular feedback, mentoring and performance conversations.
- Conduct monthly one-to-one meetings with all direct reports, supported by weekly performance and wellbeing check-ins.
- Deliver live coaching through call listening, side-by-side support, observation and immediate feedback to improve capability, quality and customer outcomes.
- Complete a minimum of three quality call & ticket audits per advisor each week, providing timely, constructive and actionable feedback.
- Analyse individual and team performance trends, identifying strengths, development needs and the root causes of underperformance.
- Act as the first point of escalation for all performance, conduct, attendance and behavioural concerns within the team.
- Manage informal and formal performance concerns in line with the Capability Policy, Absence Management Policy and Disciplinary Policy, ensuring issues are managed fairly, consistently and promptly.
- Conduct Return to Work interviews following periods of absence, monitor attendance trends and implement appropriate support or formal processes where required.
- Promote and monitor adherence to the Employee Code of Conduct, company values and expected standards of professional behaviour.
- Support colleagues through probation reviews, development plans and performance improvement plans, ensuring clear objectives and regular follow-up.
- Recognise and celebrate high performance, promoting engagement, accountability and continuous improvement.
- Escalate complex employee relations matters to the Service Delivery Manager or People Team where appropriate.
2. Operational Efficiency
Manage the daily operation of the Inbound service to ensure customer demand is effectively managed and service levels are consistently achieved.
Responsibilities include:
- Monitor real-time operational performance and identify emerging risks to service delivery.
- Actively manage and prioritise workflow throughout the day to ensure optimal resource allocation and achievement of service level agreements.
- Drive in-day and short-term team performance through effective coaching, operational intervention and workload management.
- Monitor performance against agreed operational KPIs, quality standards and productivity measures.
- Ensure achievement of all operational service level agreements, quality standards and productivity targets.
- Complete daily operational reporting, including Daily Tracker statistics and hourly production updates, ensuring accurate and timely reporting of team performance.
- Produce regular performance insights for the Service Delivery Manager, identifying trends, risks, root causes and recommending appropriate corrective actions.
- Escalate emerging risks to service delivery promptly, providing clear analysis of underlying causes together with proposed mitigation plans.
- Proactively identify and escalate capacity constraints, workflow bottlenecks, process inefficiencies and operational risks, supporting continuous improvement across the operation.
- Foster a culture of operational excellence by encouraging accountability, ownership and continuous improvement within the team.
- Ensure compliance with company policies, regulatory requirements and quality standards at all times.
3. Individual Production
Maintain an active operational contribution by completing Inbound casework alongside leadership responsibilities.
Responsibilities include:
- Maintain an individual production target equivalent to approximately 40% of an Inbound Advisor's expected output.
- Answer inbound calls and handle emails through our ticketing system accurately, efficiently and in accordance with regulatory and company requirements.
- Deliver high quality customer interactions with our estate agents and clients.
- Maintain personal quality, compliance and productivity standards.
- Provide operational support during periods of increased demand to ensure service levels are maintained.
- Lead by example through consistent delivery of quality, productivity and customer service excellence.
Key Performance Indicators (KPIs)
The Inbound Service Delivery Lead will be accountable for achieving team and individual performance against agreed business measures, including:
Agent Enquiries Inbound Calls Answered (Target <95%)
Customer Experience Inbound Calls Answered (Target <95%)
All Inbound Calls Answered within 30 seconds (Target <95%)
Agent Enquiries Inbox Freshdesk SLA (Target <98%)
Info Inbox Freshdesk SLA (Target <98%)
Team Call/Ticket Audit Accuracy (Target 90% of Advisors achieving 95% accuracy)
Individual Production Contribution (40% of Advisor Target)
Key Competencies
- Passion for delivering exceptional customer service
- Strong people leadership and coaching capability.
- Performance management experience.
- Excellent operational planning and prioritisation skills.
- Data-driven decision making and analytical thinking.
- Strong communication and stakeholder management.
- High attention to detail and regulatory awareness.
- Ability to make timely operational decisions in a fast-paced environment.
- Commitment to continuous improvement and customer excellence.
Person Specification
- Customer Service expertise
- Excellent time management
- Attention to detail
- Problem solving
- Display leadership
- Target driven
- Willingness to learn
- Strong organisational skills
- Decision making skills
- Display leadership
- Excellent written & verbal communication skills
- Team player
Success Measures
Success in this role will be demonstrated through:
- Consistent achievement of operational KPIs and service levels.
- High levels of colleague engagement and development.
- Strong quality and compliance performance.
- Effective management of operational risks.
- Delivery of individual productivity expectations.
- Positive contribution to continuous improvement across the Inbound team.
- Top of Form
The duties and responsibilities outlined in this job description are not exhaustive. The post holder may be required to undertake other duties that are reasonable, appropriate to the seniority of the role, and consistent with the needs of the business.
We are committed to providing an accessible recruitment process and encourage candidates to discuss any support or adjustments they may need during their application journey.
Pay: Up to £36,000.00 per year
Application question(s):
- Is your commute within 45 minutes to Wokingham?
Experience:
- call centre management: 1 year (preferred)
Work Location: In person
