Customer Experience Agent

2 months ago

Thame, United Kingdom Smoove Full time

**Location**: Hybrid working. Expectation to be in Head Office based in Thame, Oxfordshire once a week

**Hours**:Flexible, 37.5 hours a week, Initially, Fixed term contract - 12 month period

**Salary**: up to £23,500 per annum DOE + our competitive benefits package (details below)

**Role overview**:
As a Customer Experience Specialist, you will join our fantastic, friendly team and be providing status updates to customers on the progress of their conveyancing cases, supporting our broker and solicitor partners and liaising with internal departments to ensure an exceptional service is delivered. This role would suit a self-motivated, disciplined individual who can reliably work unsupervised to deadlines. You should cope well under pressure and with attention to detail, whilst demonstrating a high level of communication skills, professionalism, and empathy to achieve positive customer outcomes. This role reports into the Customer Experience Manager.

**Main responsibilities**:

- Managing incoming queries about our Products and Services offered via our technology platforms
- Assisting in the triage and handling of complaints
- Providing status updates to customers on the progress of their conveyancing cases, supporting our broker and solicitor partners and liaising with internal departments to ensure an exceptional service is delivered
- Assisting with administrative tasks
- Performing root cause analysis on complaints received, allowing you to suggest and design improvements to the customer journey

**Skills/Experience required**:

- GCSEs in Maths and English with a Grade C or above
- Experience in resolving complaints and improving customer satisfaction will be viewed advantageously
- Proactive and intuitive mentality
- Tenacious with an appetite to complete tasks
- IT literate with a good knowledge of Microsoft Office products
- Willingness to learn new systems, services, products and processes
- Excellent written and verbal communication skills
- Ability to prioritise and multi-task
- Ability to demonstrate assertiveness and resilience when required

**How we will support you**:

- Work-life balance is important; you’ll get an enhanced, generous holiday package
- You have the option for flexible, remote working
- Access to our beautiful head office in Thame, Oxfordshire - a great space to work, meet colleagues and collaborate
- Our benefits package includes; private medical insurance, volunteering day, competitive pension scheme, cycle to work scheme, Death in service insurance, sick pay and lots more
- Pre-arranged social events to make sure we have fun, stay connected and to ensure it isn’t all about work
- Smoove help you develop your career with a detailed, performance management scheme

**About Smoove**:
Our vision is to simplify and revolutionise the home moving and ownership experience for everyone. So we are on a mission to deliver products and services that remove the pain, frustration, uncertainty, friction, stress and snail-like pace moving home currently takes. We are a leading provider of tech in the property sector, founded in 2003 our product focus has been our conveyancer two-sided marketplace, connecting consumers with a range of quality conveyancers to choose from at competitive prices via our easy-to-use tech platform. We are now building out our ecosystem so consumers can benefit from our services earlier via their Estate Agent, through to smarter conveyancing platforms making the home buying or selling process easier, quicker, safer and more transparent.

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