Customer Service Administrator

3 weeks ago


Great Barr, United Kingdom Connells Group Full time

We’re looking for highly motivated customer service professionals to complement our fantastic team in the Great Barr. As a Customer Service Administrator, you will assist in the swift resolving of customer complaints to the satisfaction of both the customer and Connells Group Lettings.

We offer a clear, defined career path, and a fantastic reward and recognition scheme, all wrapped up in a fun and positive working environment.

**What’s in it for you?**
- Industry leading **training and development**:

- Demonstrable **career** ladder
- Opportunities for **progression**:

- **Collaborative**, **rewarding** and **fun** environment
- Understanding of **operations** within an estate agency business

The wellbeing of our staff is of the utmost importance to us, which is why our corporate charity partner is MIND. Not only did we top up pay for all furloughed staff during the pandemic to ease any financial concerns, we also have in place a variety of ongoing mental health initiatives and an employee assistance programme to help with worries about all aspects of life.

**Key responsibilities**:

- Support Customer Service Team with the reviewing and processing of complaints in accordance with our complaints Procedure.
- Ascertain main causes of a complaint and put forward suggested options to resolve the complaint.
- Advise whether we have any liability in regards claims against the Connells Group
- Effectively communicate with landlords and tenants regarding their Complaint
- Mediate and negotiate between the parties regarding resolving issues
- Ensure that relevant payments are instructed promptly.
- Monitor complaint handler review of complaints to make sure responses are issued in line with our internal complaint procedure
- Log and control complaint log as required
- Draw up a schedule of compensation pay-outs on a quarterly basis
- Conduct work in line with company standards and requirements.

**Skills and experience required**:

- Outstanding **Customer Service** skills
- Solid **administration** skills
- **Resilient**, **positive**, **numerate** and **detail oriented**:

- **Organised** and able to **prioritise** workload in a faced paced environment
- Strong negotiation and influencing skills
- Excellent verbal and written **communication **skills

**About Us**:
Following the acquisition of Countrywide earlier this year, we are now the largest and most profitable property services provider in the UK with more than 1,200 branches and 15,000 staff nationwide. Our confidence in the market and drive for further growth means that Connells Group can offer a stable and progressive setting for all staff

Job Reference: CF00066



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