Customer Service Advisor

3 months ago

Annesley, United Kingdom Countrywide Residential Lettings Full time

**Renewals Coordinator - Job Description**

**Role Purpose**: To provide a professional renewal service to Landlords and Tenants, which surpasses all customer expectations. Be committed to achieving and exceeding your own and your team targets.

**Responsibilities**:

- To take individual responsibility for delivering a quality, personal service to your designated portfolio of customers and colleagues, within a compliant and professional manner
- Work as a team player to provide cover for colleagues in their absence, ensuring deadlines are met and service levels adhered to
- Contacting both Landlord and Tenant three months prior to a tenancy end date and effectively negotiating a tenancy renewal
- Negotiating rental increases in line with local market conditions
- Handling objections effectively
- Producing tenancy paperwork in accordance with legislative requirements and following of Lettings' procedures
- Raising the correct fee and obtaining payment in accordance with the Landlord’s TOB and Tenant regulations
- Using the company tools and systems to chase and execute tenancy documents
- Maximising the fixed term renewal’s conversion, and ensuring cross referrals of potential business to other parts of the Group
- Ensuring internal procedures are followed and continuously support achievement of business growth goals

**Experience & Skills Required**:

- Experience in Lettings, contract negotiation or customer service-based roles
- Outstanding communication and customer service skills
- Ability to successfully negotiate and influence with a variety of customer types
- Enjoy working at a fast pace with high volumes
- A keen eye for detail and committed to getting things right first time
- Enjoy working in a target driven environment and working to deadlines
- Ability to develop and maintain strong internal and external relationships
- Good team Player
- Able to stay calm under pressure
- Excellent organisation skills
- Excellent PC and related technology skills

**Functional Knowledge (training provided)**:

- Level 3 - Technical award in Residential Lettings and Management (within 12 months of joining the company)
- By engaging with the company’s learning tools to continually enhance knowledge and skills, particularly developing:
- Working knowledge of Company’s Terms of Business and Tenancy Agreement
- Good understanding of the Housing Act 1988
- Customer relationship management techniques
- Negotiation and objection handling techniques
- Relevant processes, policies and standards
- **Working Hours**:

- Monday - Friday
- 37.5 hours weekly
- 9.00 - 5.30 (1 hour lunch) *

**Salary package**:
Basic salary: £17,150 - £22,600 OTE (uncapped - average team earnings £24,000 to £26,000)

Level 3 Award in Lettings and Property Management: £1,000.00 upon completion £250 per unit.

Commission OTE: £5,600

**OTE: £21,600 - £22,600**

Commission is based upon individual performance and is paid for the previous months, renewals.

The commission structure is £10 per completed renewal, above an agreed threshold of 35 increasing to £15 over 80.

There will be a commission guarantee for new starters to allow time to build your pipeline.

A renewal can be claimed when agreeing a fixed term renewal, where the landlord fee has been raised (and paid for Let Only), the tenant fee has been paid (if applicable) and the tenancy agreements sent* to Landlord and Tenant.
- .* Commissions are claimed once the TA is sent, however you are expected to chase for signature and return. An adjustment can be made where tenancy agreements have not been chased and retuned with all signatures._

**New Starter Guarantee**:
In month 1 you will receive £350.00, month 2, £300.00 and month 3, £250.00.

During these months if your standard commission exceeds these amounts, you will be paid the higher amount.

**Job Types**: Full-time, Permanent

**Salary**: Up to £22,000.00 per year

**Benefits**:

- Cycle to work scheme
- Employee discount
- On-site parking
- Referral programme
- Store discount

Schedule:

- Monday to Friday
- No weekends

Supplemental pay types:

- Commission pay

Work Location: In person

Reference ID: Renewals Coordinator

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