Are you a strategic thinker with a passion for process optimisation and performance management? Do you excel at building strong relationships, analysing data, and driving results in target-driven environments?
As a Lead Qualification Manager, you will join a dynamic and collaborative environment where your contributions directly influence business outcomes. You will have the opportunity to lead innovative processes, create impactful customer experiences, and work alongside a supportive team of professionals committed to excellence and growth.
You will either be based in proximity to our Bournemouth Office or in Essex where our vendor, Ventrica, are based.
Why Choose This Role?
As a Lead Qualification Manager, you will play a pivotal role in managing our relationship with our outsourced contact centre provider, ensuring seamless lead qualification processes, and optimising customer journeys.
By implementing best practices, analysing performance, and collaborating with key stakeholders, you will directly contribute to the success of our sales and marketing efforts.
We will give you:
Financial:
* Competitive salary + discretionary annual bonus scheme
* Company pension scheme
* Life Assurance
* Professional Subscriptions paid for
Lifestyle/Health & Wellbeing:
* 24 days holiday (rising to 28) plus Bank Holidays.
* 2 fully paid volunteering days per year (supported by the McCarthy Stone Foundation).
* Health benefits such as Remote GP, 24/7 access to EAP Services (including counsellors and legal advisors) and eyecare voucher.
* Colleagues Benefit Booklet with a range of store offers discounts and promotions.
* Family Friendly Policies.
* Excellent development opportunities.
What You will Be Doing:
* Lead Relationship Management : Oversee day-to-day operations with our outsourced contact centre provider, ensuring sales leads are handled effectively.
* Process Optimisation : Develop and implement best-in-class qualification processes and SLAs to drive performance.
* Training and Support : Ensure our outsourced contact centre provider team is equipped, trained, and briefed to achieve optimal results.
* Performance Analytics : Use data insights to monitor and improve performance, exceeding targets and SLAs.
* Collaborative Leadership : Work closely with internal teams and external partners to ensure an integrated, seamless approach to sales and customer interactions.
* Customer Journey Mapping : Define and enhance customer journey criteria to deliver an exceptional experience.
* Quality Assurance : Monitor calls, track performance, and identify areas for improvement against KPIs.
Your Attributes
You will bring:
* Proven experience in supplier management and customer qualification processes.
* A background in property sales and conveyancing is ideal but not essential.
* A strong analytical mindset with the ability to derive actionable insights from data.
* Experience working in a target-driven, commercially aware environment.
* Proficiency in Salesforce or similar CRM systems and strong business IT skills.
* Excellent communication, collaboration, and stakeholder management abilities.
You will have:
* The ability to learn new policies and procedures quickly and efficiently.
* Skilled in fostering positive teamwork and contributing to shared goals.
* Proficient in building strong relationships and promoting team cohesion.
* Time management, resilient, flexible, multi-tasking, tenacious and agile.
At McCarthy Stone, we celebrate diversity and promote equality and inclusion amongst our colleagues. We welcome applications from all, regardless of personal characteristics or background.
All applications will be reviewed as soon as they are received, and we hold the right to appoint before the closing date.
About Us
As the UK’s leading developer and manager of retirement communities, we provide high quality homes to exacting specifications. As of May 2024, McCarthy Stone operates 538 developments across the UK for more than 24,200 people.
We believe in championing the role, wellbeing, and happiness of older people in society. We help our customers have a better later life, so they feel more connected, recognised, and valued than ever. In late 2020 we launched the McCarthy Stone Charitable Foundation to support local causes that help older people in need across Britain.
We are proud to have been certified as a Great Place to Work 2024 as well as making the Great Place to Work Wellbeing list!
Our Customers
The Benefits
24 days annual leave
Pension
plan
Life
assurance
Employee assistance helpline
Health
screening
Eyecare voucher scheme
Long service award
Testimonials
“I enjoy working for McCarthy and Stone as a House Manager because I am very well supported in my Role by my manager. I am able to make the day to day decisions but always have immediate support on the rare times I need help. It’s a breath of Fresh Air working for a focused dynamic company who know what they are trying to achieve as a team.”
Linda Diamond – House Manager
“Only at McCarthy Stone can you start in the middle of a pandemic and feel at home within a couple of weeks … it’s all about our great people and how welcome they make you feel … even if it was through a screen!”
Andrea Waldron - Senior HR Business Partner
“From my first week I felt like part of the team, everyone is helpful and pro-active, which is crucial in a fast paced environment. I’ve had the opportunity to work on some exciting projects, it’s a very ‘hands-on’ approach here with plenty of opportunity to be involved and play a part in delivering developments.”
Emily Bishop - Principal Planning Associate
“Working for McCarthy Stone is a very fulfilling experience. The staff here are all empathetic and professional. Guiding people in purchasing an apartment, watching them settle in and make friends, and then watching them lead a happy and carefree retirement is very rewarding.”
Caroline Craig-cordel – Sales Consultant
“I found it inspiring how working in McCarthy Stone gives you a chance to make so many people happier, every day. And what we do is so important to our homeowners! In my marketing career before I couldn’t dream about customers sharing their thoughts about my campaigns, but here it happens all the time.”
Stan Smolyar – Head of Brand
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