Customer Service Representative

6 months ago

Richmond, United Kingdom Savills Graduates Full time

**Job title**

Customer Service Representative (Apprentice)

**Job Location**

London
- Richmond

**Current Team Information**

The Hive is a reimagined lead generation and customer service department for the Savills UK business. Residing in Richmond, the Hive is made up of two teams. The Outbound team support Lettings and Sales, while the Inbound team support the whole UK business. The team has embarked on a 5 year project to transform into a modern, technologically advanced department where they plan to become a Market Leader in their space.

**About this role**

Purpose:
To deliver consistently high levels of customer service to our clients - a clear point of difference so all of our clients leave satisfied in the knowledge that they are getting the best outcomes that the market is able to offer as a result of using our services.

Day to day duties:

- Answer incoming calls and provide accurate and complete information in a timely manner
- Resolve customer inquiries, ensuring that the customer's needs are met
- Maintain a high level of knowledge about the company's products, services, and processes
- Follow established procedures for handling customer inquiries and complaints
- Upsell additional products or services to customers, as appropriate
- Accurately document customer interactions and maintain detailed records of customer inquiries
- Adhere to established call handling and customer service standards
- Understand the company's organisational structure and marketing campaigns
- Be the "voice of the brand" and uphold the benchmark of the brand
- Follow all Hive procedures, processes and frameworks

Required Core Competencies:

- Supporting & Co-operating
- Interacting & Presenting
- Adapting & Coping
- Organising & Executing
- Achieving Personal Work Goals & Objectives
- Deciding & Initiating Action

**How you’ll make an impact**

You’ll need to have:

- Ability to adapt, grow and learn quickly
- Excellent communication and interpersonal skills
- Strong organisational and time management skills
- Passion for delivering exceptional customer service
- Excellent written and verbal communication skills
- Strong problem-solving and customer service skills
- Ability to work in a team environment and support fellow team members

**Training**

Customer Service Apprenticeship, Level 2 or Level 3 (depending on experience).

On the job training is provided to ensure all the required knowledge and experience is obtained throughout the apprenticeship to qualify successfully.

**Career development**

We ensure that your Continuing Professional Development (CPD) is current and that all staff are fully up-to-date with changes to legislation and business needs.

**Benefits**
- 25 days (5 weeks) annual leave
- Competitive Pension Plan
- Life Assurance
- Private Medical Scheme (invitation after one years’ service)
- Employee discounts - save money using our My Rewards on thousands of discounts and offers
- Cycle to Work Scheme
- Interest free season ticket loan

**Assessment for this role**
- Application Form
- Personality Profile
- Assessment Centre (including presentation and group activities)
- Face to face Interview

**Savills Culture**
- Savills is committed to eliminating discrimination and encouraging diversity amongst our workforce. Our aim is that our teams will be truly representative of all sections of society and each employee feels respected and able to give their best. We attract, recruit and retain the best people in property. Right across the world, and in areas of property as diverse as real estate management and venture capital funding._
- Savills is a Disability Confident Committed Employer and is an accredited Living Wage Employer._
- Savills is a signatory of the Race at Work Charter - committing to the equality of opportunity in the workplace for all._

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