Customer Service Advisor

Role Overview & Responsibilities

Position Overview

· Daily management of incoming and out-going calls from Housing Hand (HH) customers

· Administration and maintenance of the HH CRM system

· Proactively contacting existing HH accommodation providers to establish, build and maintain relationships via phone & video

· Understand client needs, introduce them to the partner portal and identify growth and new business opportunities for the BD Team

· Interpret and explain customers tenant performance data using internal tools to increase conversions, add value and offer a seamless onboarding of HH applicants

· Identify and conduct relevant training with customers to support the relationship, product awareness and HH initiatives

· Be the point of contact to answer customer queries, resolve problems and provide solutions for accommodation providers in your sector/city

Your Roles and Responsibilities

· Promote the HH service portfolio to customers and identify upselling opportunities

· Process customer applications as per your daily tasks set

· Maintain the CRM system client records

· Verify, qualify, and check customer contract details with attention to detail

· Answer general HH enquiries on the phone, e-mail, and chat

· Complete out-bound calls to prospects requesting our Guarantor Service

· Building and sustaining long-term relationships that lead to the execution of long-term partnerships being signed

• Responsible for supporting individually to the teams overall KPI performance as well as own KPI’s.

What are your skills to do the job?

· An all-round excellent communicator and a relationship builder

· Open and honest team player

· Work well under pressure along with using own initiative

· Analytical and confident at analysing data

· Manage your time effectively

• Proficient writing skills

• Strong negotiation and consultative sales skills

· Problem solver with the ability to take ownership, seek support and resolve issues

· Ability to challenge ideas and ask questions to improve Housing Hand

· Excellent attention to detail and accuracy

What are your goals to be successful?

· Knowledgeable of the HH service and what we can offer our clients and AP’s

· Work closely with Business Development, Marketing, Finance, QA and CX team to offer consistently great service

· Achievement of daily/weekly KPI’s and performance metrics - telephone meetings, chat platform speed, contact rate, tasks, processing and low error rate

· Communicate with your team and Manager on your challenges

· Structured, enthusiastic, flexible and committed to individual, team and business goals

· To be an active team player that contributes to inputting ideas

· To have the aspiration to make an abundance of daily calls

· Be a team player accompanied by a winning mentality

Job Type: Full-time

Salary: £23,000.00 per year

Benefits:

• Casual dress
• Sick pay
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday
• Overtime
• Weekend availability

Supplemental pay types:

• Loyalty bonus
• Performance bonus

Experience:

• Customer service: 1 year (required)

Work Location: In person