Customer Service Team Leader, de

Plentific is one of the fastest growing property technology companies in the world, backed by renowned investors including Brookfield, Highland Europe, A/O Proptech, Target Global and Mubadala. We are headquartered in London, UK, with offices in Germany, USA and Turkey. Our mission is to improve lives by making property work better for everyone. We do so by streamlining how repairs, maintenance and compliance services are delivered. Our platform gives clients rich insight into management, operational and performance data, helping them deliver their customer service promise, while optimising supplier costs and adhering to their environmental, social and governance goals.

Come and be a part of:

- A leading Proptech with a global footprint and an HQ in heart of London’s bustling centre
- A diverse, multicultural workplace with over 30 nationalities amongst our employees
- A stimulating atmosphere and fast-paced growth led by our recent $100m funding round
- A flexible work culture and a number of programmes built around your physical and mental wellbeing

Developing acclaimed technology is only possible when we’ve got a great team on our side. Our culture is open and empowering. If you are passionate and driven, you will fit right in.

**The Role**

Plentific is looking for an enthusiastic Customer Service Team Leader reporting into the operations structure.

Our customers are at the heart of everything we do here at Plentific. This approach enables us to deliver exceptional customer service to our customer base, efficiently servicing their needs driving up customer satisfaction.

As a Customer Service Team Leader you will be responsible for managing a small team of passionate Customer Service executives focused on delivering customer satisfaction, reducing time to solve queries via our onmi-channels in line with the department KPI’s. You will be responsible for growing the team based on company growth, whilst continually monitoring team performance identify coaching needs to drive success of the department.

We have a focus on being client centric, and looking to continuously improve internal processes/Customer journey with support from the operations structure.

**Responsibilities**
- Leading and developing a team of Customer Service Executives
- Hands-on in the day-to-day business whilst building a team together with the operations structure based on the Company's growth
- Oversees all aspects of the customer service experience to troubleshoot processes and procedures and make improvements to customer service quality
- Manages the team in line with the company, and department KPI’s and SLA’s
- Maintains confidentiality regarding personnel information and customer financial data by keeping sensitive documents private and secure
- Liaises with upper management, vendors, contractors and key stakeholders to ensure the quality of products and efficiency of the department
- Be a point of escalation for complaints, and call escalations

**Skills**
- Excellent knowledge of team-leading methods and techniques
- Proficiency in English
- Able to work independently on given tasks and projects
- Hands-on mentality and flexibility in a constantly changing environment
- Ability to work under pressure
- Organisational talent, entrepreneurial thinking, drive and accuracy
- Strong client-facing and communication skills

**Requirements**:

- Proven track record in leading a Customer Service Team
- Experience in providing customer service support
- Working knowledge of customer service software, databases and tools
- Ability to think strategically and to lead
- Advanced troubleshooting and multi-tasking skills
- Hybrid working 3 days in the office, and 2 remote
- Ability to ensure that data is processed correctly and kept confidential at all times

**Benefits**

As you can see, we are quickly progressing with our ambitious plans and are eager to grow our team of doers to achieve our vision of managing over 2 million properties through our platform across various countries. You can help us shape the future of property management across the globe. Here’s what we offer:

- 28 days annual leave plus all public holidays
- Employee assistance program
- Company volunteering day
- Company BVG Ticket
- Urban Sports Membership
- Pension Scheme: Employer 3%, employee 5%
- Learning and development fund
- Referral bonus and charity donation if someone you introduce joins the company
- Regular company-sponsored lunches, dinners and social gatherings
- Fully stocked kitchen with drinks, snacks, fruit, breakfast cereal etc.
- An inherently diverse culture with over 18 nationalities and 25 languages spoken