Franchise Client Support Representative

3 weeks ago

Cleckheaton, Kirklees, United Kingdom Marmion Full time
Job Overview
  • Location: Cleckheaton
  • Salary: £23,000 - £25,000 per annum, based on experience
  • Benefits: 23 days of annual leave plus birthday and public holidays
  • Work Environment: Positive workplace culture with regular team events

We are seeking a dedicated Franchise Support Advisor to join our team. Candidates must be UK residents within a reasonable commuting distance to Cleckheaton. Please note that we are unable to provide visa sponsorship for international applicants.

Key Responsibilities

  • Respond to inquiries from tenants, franchisees, and their teams, adhering to established service level agreements.
  • Deliver first-line assistance to franchise owners via email and phone regarding our CRM and associated systems for sales and lettings.
  • Provide troubleshooting support for CRM-related challenges.
  • Collaborate with various departments to address complex inquiries and escalate unresolved issues to the internal IT team or third-party service providers as necessary.
  • Assist in the onboarding of new rental properties, ensuring accuracy and readiness for tenancy processing.
  • Facilitate move-ins for new tenants, ensuring all necessary documentation is completed and direct debits and deposits are set up in compliance with legal and company standards.
  • Support the recovery of rent arrears under the guidance of the Senior Franchise Support Advisor.
  • Manage move-outs and notice periods, providing final rent statements to departing tenants, handling direct debit cancellations or adjustments, and ensuring tracking of final rent payments.
  • Upon request from franchisees, issue rent increase notifications and adjust direct debit collections accordingly.
  • Oversee gas safety inspections, notify franchisees of required maintenance, schedule annual checks, monitor compliance, and upload certificates to relevant systems.
  • Stay informed about changes in lettings legislation and understand their implications for operational practices.
  • Perform administrative tasks including operational support and attendance at industry-specific conferences (twice annually).

Required Skills and Experience

  • Experience in customer-facing roles via phone and email, with proficiency in CRM systems and software tools.
  • Background in the real estate sector with knowledge of lettings processes and regulations is highly advantageous.
  • Experience in troubleshooting system issues is preferred.
  • Understanding of accounting principles related to client accounting in lettings is beneficial.
  • Strong verbal and written communication skills with a keen attention to detail and accuracy.
  • Ability to meet deadlines, manage multiple priorities, and effectively organize tasks.
  • A collaborative and positive approach, demonstrating excellent interpersonal skills.

About Our Client

Our client is a vital and expanding brand within the UK's largest group of estate and lettings agencies, positioned at the forefront of the real estate market. Utilizing a franchise model with over 190 branches nationwide, they offer exceptional 24/7 personalized support to sellers, landlords, buyers, and tenants, as evidenced by their excellent review ratings from numerous satisfied clients.

If you believe you are a suitable candidate, we encourage you to submit your CV for consideration. We appreciate your interest in this role and would like to assure you that each application is reviewed thoroughly by a trained consultant. Should your application be shortlisted, you will be contacted via telephone. If you do not hear from us within five working days, please understand that your application may not meet the role's requirements, but we will keep your information for future opportunities.

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