Customer Advisors (temporary contract - May to end October)

Customer Advisors (temporary contract - May to end October)

Overall Purpose

Our Customer Advisors work within the Customer Hub team to provide an exceptional Get Living experience. The role handles customer enquiries in a professional and timely manner and ensures all customer interactions are delivered against agreed SLAs, consistently meeting incoming customer demands across all our Neighbourhoods.

Main Duties & Responsibilities

• The company's first point of contact via phone, email through a ticket based CRM system, online chat and social media.
• Deal with enquiries on all aspects of residential lettings and property management, ensuring that these are answered within a timely and professional manner.
• Assist customers with their property search, providing advice and guidance regarding the Neighbourhoods and properties available, qualifying applicants and managing the viewing booking process, pre-reservation queries and online reservations, and arranging access with residents of occupied homes.
• Liaise with the Neighbourhood Hubs to ensure the delivery of resident work orders and operational requests, including but not limited to, utility management, meter readings, POs, reference requests.
• Acknowledge and manage complaints within agreed timeframes, actively listening and responding with practical solutions and focused advice, whilst always ensuring compliance with Neighbourhood processes and relevant legislation, including data protection.
• Achieve the required standards of performance based on KPIs including call answer rates and maintain high levels of quality & satisfaction, measured through feedback, call assessments and other measures, including HomeViews and Google reviews.
• Be proficient in technologies that support the team including CRM, phone systems and navigation of the website, ensuring 100% accuracy of data recording in all systems.

Qualifications & Experience

• Experience working in the Build To Rent or property sector (preferable).
• Experience of working within a customer service environment (essential).
• Experience of dealing with a high volume of enquiries through telephone and email (essential).
• Experience working in the residential and property management sectors (desirable).
• Excellent communication skills, both written and verbal.
• Excellent interpersonal skills with the ability to engage and be confident in dealing with a variety of people.
• Adaptable and resilient, able to handle pressure and experience of handling busy periods.
• Proactive, organised and efficient.
• Maintains high standards with exceptional attention to detail.
• Operates with high levels of integrity, handles customer data with sensitivity.