Customer Experience Consultant

3 weeks ago

Glasgow, United Kingdom Rettie and Co. Full time

**KEY DETAILS**:
Job Title: Customer Experience Consultant
Location: Flexible
Department: Operations
Reports to: Customer Experience Team Leader
Hours: 37.5

**Purpose of the role**:
As a Customer Experience Consultant, you are responsible for contributing to an exceptional customer experience for all our clients (Sellers and Landlords) and potential customers. You demonstrate a clear understanding of, and a shared passion for, our beliefs and values and seek opportunities to continually enchance the quality of our customer experience. You will be working or have worked in an estate agency environment.

**You have a broad knowledge of the Rettie service offering and actively promote the Rettie Brand by proactively advising our clients and customers about the benefits of using Rettie as their agent.**:
**You contribute to growing our local market share by generating new business leads, in particular market appraisals, for our Sales, Lettings and New Homes Teams. You build fantastic working relationships with your internal colleagues in these teams and liaise closely with them to ensure you keep up to date on relevant knowledge to maximise your effectiveness in your role.**:
**You are an expert at building relationships with clients and customers, in that you gain an in depth understanding of their property requirements and understand where they are in the customer journey. You are adept at understanding customer behaviour and identifying behavioural changes that signal new business opportunities.**:
**You are an expert user of our customer database, ensuring data capture and quality and accuracy of data is a priority. You are also an expert in using our other lead prospecting tools and proactively using them to identify new business leads. You are motivated by working to incentivised performance targets and strive to consistently meet and exceed them.**:
**Key responsibilities**:
They have responsibility for the following:

- Building on existing relationships with current clients and building new relationships with potential customers
- Advising clients and potential customers of the benefits of the Rettie service offering
- Liaising with internal teams to get regular updates on their activities and service offering
- Generating new business leads, specifically Market Appraisals, from out customer database
- Being an expert user of our customer database and lead prospecting tools to generate new business leads
- Ensuring data accuracy and quality when inputting and updating data in our database
- Registering clients on the database who have requesting Home Reports and other generic enquiries
- Gathering marketing consent and recording and updating this accurately on the database
- Following up on Market Appraisals that have not converted to instructions after 3 months

**Key competencies**:
Essential
- Estate agency experience
- Experience working in a customer facing environment
- Experience of data entry
- Active interest in the property market
- Expert in the use of MS Office (Teams, SharePoint, Word, PowerPoint, Excel, Outlook)

Desirable
- Customer service related qualification
- Experience of Reapit database or a comparable database product
- Experience in a customer service role that was primarily delivered by telephone contact

**Behavioural competencies**:
Essential
- Business development (target focused)
- Self-motivated
- Effective communicator
- Interpersonal skills
- Customer focused
- Relationship building
- Teamwork
- Organisational ability

**About us**:
When you join Rettie & Co. you’ll discover the difference you can make. We are a growing and ambitious company, but at our foundations we have a family feel. We care about our people and we want them to prosper. And what’s more, we’re not like other agents. There are lots of roles and services that you might not know we offer, from our research team through to our build to rent team, there’s a lot more about us than just selling and letting properties.

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