Customer Service Representative

2 weeks ago

West Malling, Kent, United Kingdom Landmark Information Full time

About Landmark Information

We are a dynamic and fast-growing company that encourages passion, ambition, and collaboration. Our team is dedicated to delivering outstanding service in the conveyancing industry.

What We Offer

  • 25 days' holiday, with optional 5 days unpaid leave per year
  • Flexible working (2 days in office/3 days remote)
  • Private health insurance
  • Focus on training and career progression
  • Lifestyle allowance paid up to £300 per annum for wellbeing activities
  • Free mortgage advice and conveyancing searches
  • Health and Wellbeing services (EAP)
  • Reward and recognition for outstanding work

The Opportunity

As a Customer Service Specialist, you will be an integral member of our award-winning Customer Service department. You will be responsible for ensuring that you are supporting our customers' queries proactively and professionally, both verbally and through administration interactions, in agreement with our Service Excellence requirements and business key performance indicators.

Key Responsibilities

  • Providing helpdesk/order fulfilment style support and advice to our customers
  • Navigating our systems and processes with a strong understanding of our business
  • Providing excellent customer service
  • Liaising with relevant data providers for all search queries to ensure the smooth running of the search ordering process
  • Investigating and offering a timely response to customer enquiries and requirements
  • Taking ownership of queries and actions appropriately
  • Ensuring customer queries are dealt with and actioned on a regular basis in accordance with the Helpdesk KPI's
  • To work towards providing the highest standard of service in all interactions with customers, receiving consistent Level 2 Service Excellence scores
  • Understanding all our products, procedures, and systems

About You

You will need to be proactive and self-motivated with excellent communication skills, both verbal and written. You will also have strong attention to detail with customer service at your core. You will also be committed to progressing your own learning and development. You will also have/be:

  • Ability to work well under pressure and multi-task when required
  • Able to communicate effectively with customers
  • Able to work against performance targets surrounding quality and productivity
  • Ability to be extremely organised and have excellent attention to detail
  • Able to work flexibly, as a team as well as on your own to meet deadlines and targets
  • Ability to learn quickly and work within clearly defined processes but use own initiative when needed
  • Strong problem-solving skills with the desire to provide superior service
  • Computer experience including Teams, Word, Excel, and Outlook

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