Team Lead Managed Accounts

We are looking for a new Team Lead to play a crucial role in elevating service quality for both tenants and landlords of our Managed Accounts users. If you are driven by team management and operational excellence in a fast-paced environment, we would love to hear from you!

The team

You will lead our Managed Accounts Team, which is one of four teams operating within our Booking Operations & Support department. The team is responsible for providing professional, timely, and accurate responses to inquiries within our Managed Accounts at HousingAnywhere. These accounts represent our biggest B2B landlords, with hundreds of units across countries.

You will manage a team of up to 9 Booking Consultants, all dedicated to ensuring an exceptional user experience. The team operates from 9:00 AM to 6:00 PM Monday to Friday, with some having weekend shifts.

Your role and impact

• Lead Team and Manage Enquiries: act as the expert in handling enquiries from clients of Managed Accounts, and oversee escalations from the team.
• Team Management and Scheduling: schedule and monitor team activities for effective task management.
• Workforce Planning: plan workforce needs based on volume growth and seasonal trends to ensure optimal team capacity and resource allocation.
• Quality Assurance and Process Improvement: monitor the quality of the team's output, implement QA processes and identify workflow improvements.
• Performance Monitoring and Reporting: analyse performance metrics, conduct team meetings, and 1:1s.
• Training and Development: own onboarding processes and identify team development needs. Implement strategies to improve team skills, knowledge, and performance.
• Knowledge Management: manage the internal knowledge base. Document team activities and provide insights based on data analysis.
• Input Metrics Optimization: define, monitor, and improve key input metrics to drive the company's performance and achieve strategic goals through Managed Accounts.
• Collaboration and Cross-Departmental Integration: work with other departments to enhance the customer experience and support team effectiveness.

Your profile

• Proven experience leading and managing operational teams, including scheduling and handling escalations.
• Deep understanding of managing users enquiries, ideally in the accommodation sector.
• Experience developing and monitoring Quality Assurance processes to maintain high service standards.
• Strong analytical skills to monitor performance metrics and generate reports.
• Ability to manage onboarding, identify team development needs, and enhance skills and performance.
• Experience managing an internal knowledge base and ensuring accurate documentation.
• Proven track record of implementing process improvements to boost efficiency.
• Strong collaboration skills with other departments to enhance customer experience.

What’s in it for you 

• Unlimited paid holidays, minimum-based not maximum!
• Hybrid working policy with 2 days working from the office.
• Flexibility to work remotely for up to 2 months per year!
• 1,000 EUR personal development budget.
• Complete coverage for commuting.
• Personal equipment, including laptop and ergonomic setup.
• Gym membership discount with GoVital or OneFit.
• Dutch/English classes budget.
• Variable pension scheme.
• Diverse international community (46+ nationalities).
• Pet-friendly office in Rotterdam city centre. 
• Fun team-building and after-work drinks every Friday.

About HousingAnywhere Group

HousingAnywhere is Europe’s largest mid-term rental platform, covering over 125 cities across Europe and several in the US. With Kamernet and Studapart under its umbrella, HousingAnywhere empowers people to live wherever and however they choose. Through our advanced online platforms, which together attract over 30 million users annually, we connect young professionals and students directly with accommodation providers. Our team of 250 professionals is dedicated to helping tenants find comfort and peace of mind in their rental search, whether they're looking for a home across the globe or just across town.

Our mission

Rent Easy, Live Free.

Our Values

• Ownership
• We are Enablers
• We are Changemakers
• We are Connectors

If you have further questions, please email Alicia at a.martinez@housinganywhere.com.