Customer Success Executive

Job Advert

**Customer Success Executive**

We’re Hiring Join Our Friendly and Supportive Customer Service Team

Are you looking for a role where your voice matters, your ideas are heard, and your growth is supported?

At HomeLet, we’re on a mission to make renting easier for everyone involved - tenants, landlords, and letting agents. We’re proud to deliver great customer service and are looking for caring, motivated people to join us.

With over 30 years of experience, HomeLet is one of the UK’s top tenant referencing and insurance providers. We’re part of the PIB Insurance Group, and based in Lincoln, with a team of over 300 passionate colleagues. Together, we support the UK’s busy rental market and have helped over a million tenants in the last three years. We pride ourselves in providing fast, accurate and reliable products, to tenants, landlords and letting agents.

**MAIN PURPOSE OF THE ROLE**:

- Providing customer support to all existing agents across all the Barbon agents to retain and grow the customer base.
- To be the 1st line of contact for all customers ensures that the customer comes first and is at the heart of everything we do by taking pride in delivering customer resolutions and outstanding levels of customers service
- Deliver a best in class level of service that is driven by ownership and the delivery of clear communications to agents keeping them active and engaged with us as their partner of choice.
- Develop and maintain good working relationships with all customers.
- Identify growth opportunities to the Customer Development team that drives a consistent and sustained increase in sales of our key product range across our customer base which supports the delivery of overall budget target and shows clear management of our agent population with a view to driving all sales
- Be the 1st line of contact for all customers and their queries
- Manage incoming enquiries via both the telephone and all channels for existing customers
- Take ownership and accountability to provide appropriate solutions to customers within timeframes communicated and agreed
- Ensure SLA’s are met and customers feel that they are receiving a “best in class” service
- Follow and complete a robust contact strategy and issue resolution process where required
- Identify opportunities where customers are not maximising the full “Fit for the future” proposition and work with the CDM team to drive customer engagement
- Work closely with the CDM and Sales Operations team to build strong relationships in order to deliver a seamless service to our customers
- Be accountable for the retention of all customers by following the agreed retention strategy across all of the customer base
- Schedule appropriate sales training and ensure implementation is effective and delivers the required results
- Complete accurately on the CRM system to record activity and progress whilst ensuring customer details are kept up to date and accurate and a robust audit trail is maintained
- Complete accurately all Sales Insurance Complaints and grumbles - investigating and resolving queries and issues raised and escalating where possible
- Ensure breaches are raised correctly and dealt with through to a satisfactory closure
- Escalate any key risks and issues to the management team
- To demonstrate a detailed knowledge of current market conditions in the lettings industry
- Ensure compliance with regulations and procedures as laid down by the FCA by keeping up to date with all change in the regulatory framework

As well as a competitive salary we also offer the following benefits
- Annual option to buy additional holidays
- Death in service benefit x4 salary
- Company pension scheme
- Enhanced maternity & paternity leave
- Benefits portal offering discounts on technology & Electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
- We offer employee welfare benefits
- financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more
- Volunteering day
- Free Parking

HP

REF-222 371