Senior Customer Engagement Associate

6 months ago

Wokingham, United Kingdom Leaders Romans Group Full time

**Job Title**: Senior Customer Engagement Associate

**Location**:Fully Remote

**Brand: Leaders Romans Group**

**Salary**: £29,000 OTE

**Hours**: Monday to Friday 8:30am to 5:30pm

**About Leaders Romans Group**:
LRG are an award-winning national property company, who are going through exciting periods of growth and offer tailored training and development programmes at all levels. With over 200 branches across England and Wales we have a reputation for perfection and delivering an outstanding customer experience. Investment in people is built into our culture, and there are opportunities for driven individuals to achieve their career aspirations within the company.

**Job Summary and key responsibilities**

Reporting to the Head of Quality and Customer Care you will provide full administrative and technical support in accordance with the specific tasks below:
**Key Responsibilities**:

- Development of a close working relationship with all Regional, Branch Managers(BM) and Head of Centres (HOC) to provide a comprehensive support service of Pre-complaint to Stage 1 complaint management.
- Assessment of all complaints allocated to either a pre-complaint, Branch Stage or Stage 1 and distribute to the relevant parties with LRG.
- Acknowledge all complaints allocated to Customer Engagement Team and provide the correct SLA timeline to the complainant.
- Pre-Complaints - record the details of the case within Propco, and forward to the HOC/BM for prompt action. Monitor and where necessary chase each case to ensure the matter is dealt with to prevent further escalation. Root case to be reported.
- Branch Stage - where a complaint is considered suitable for a prompt resolution by a BM or HOC work with the local team to ensure the complaint is resolved and a suitable response issued.
- Stage 1 - Where a complaint cannot be resolved by the BM/HOC and escalates to Stage 1 collaborate with the HOC/BM/Regional for resolution to include but not limited to:

- Full review of the complaint
- Offer and arrange a call with the complaint to discuss the case
- In instances where a call with the complainant is not agreed, record the justification/reason.
- Investigate the case to understand what went wrong and if there is any liability for LRG
- Arrange Teams meetings with the Regional/HOC/BM to discuss how to respond and recommend actions required
- Agree with the Regional the action plan and make recommendation for payment where necessary
- Draft response for Regional to approve
- Adress any follow up responses received to attempt to resolve the case
- Where a resolution is not agreed advise the complainant how they can escalate the case to Stage 2 and update the Customer Care team. Provide a statement to address the reason the complaint has escalated to Stage 2.
- Take phone calls from complainant for Branch and Stage 1 cases
- Maintain the Reputation record all Branch and Stage 1 complaints within the Reputation platform and ensure Root Causes, Tags and any monetary payments are recorded
- Review all Google and Trust Pilot 1 and 2 Star review and work with the local team to resolve any issues needed and request the review is updated.
- Provide full statistically monthly reports on the number of complaints received, root causes, complaints resolved and payments made. Such reports record the cost of complaints month on month.
- Ensuring a working knowledge of Leaders and Romans systems and procedures and the variations in the business.
- Keeping abreast of changes in industry legislation.

**What are we looking for**:

- Very strong background knowledge of the lettings industry with extensive experience within this industry.
- Excellent attention to detail and clear communication and resolution skills.
- Industry qualification holding Propertymark technical award level 3 or working towards the level 3 award.
- Reporting abilities - able to extract data and prepare meaningful reports within Excel.
- Very good administrative and letter writing skills.
- Confident problem solving skills, be able to handle day to day general legal enquiries from the branch staff.
- Enjoys working as part of a team.
- Experience of using all Microsoft office programs.

**What we can offer you**:

- Proven track record for career growth and advancement within the company
- Market leading training and ongoing professional development
- Supportive and collaborative team environment

**Benefits**:

- Competitive Salary Package
- Salary sacrifice pension scheme
- Generous Holiday allowance, increasing by 1 day per year based on service up to an additional 5 days holiday per year

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