Experienced Customer Service Advisor

Northwood is a fast paced dynamic and constantly growing company that thrives on deliver excellent customer service, winning business and making people happy through property.

We are Passionate, Professional, Proactive, People-Centred Problem Solvers

Our mission is to get people from where they are to where they want to be, through either selling their property for the best possible price in the quickest time for the least amount of hassle.

Or if its for investment, to help people grow their wealth and achieve financial freedom with professional management of their property investments.

We offer a one stop shop of sales, lettings, auctions, commercial, property management, block management and financial services across 4 offices so there is never a dull moment

There is plenty of opportunity for career progression, company perks and lots of fun.

We are looking for a A player to join our team

Day to day activities include:

- Contribute to the daily morning meetings communicating relevant information
- Cross sell / upsell on every call including relevant comparable sales properties as well as services such as lettings, and Northwood Insurance, Conveyancing, Mortgages and Property Management to ensure we meet office targets.
- Ensure the market appraisal/landlord appointment forms are completed thoroughly for each new appointment, the details are entered onto company CRM and the appointment is entered into the Outlook diary for the valuer.
- Respond to all incoming telephone / face to face enquires
- Ensure property keys are tagged and signed in and out accurately using key Zapp.
- Ensure receipts are returned to accounts for any petty cash taken.
- Ensure the office is kept clean and tidy and your workspace follows the Northwood standards of office presentation.
- Look professional and business like at all times
- Adhere to all company policies, standards and procedures as laid out in the Northwood Operations manual, People HR and training manuals including compliance matters.
- Direct tenants to the FIXFLO maintenance reporting system where possible and if necessary, forward to the Property Management department any incoming maintenance calls/enquiries providing detailed and accurate information.
- Take part in continuous professional development and training programs to develop your knowledge of other areas of the business.
- Read the updates on the company forum weekly to aid industry knowledge
- Take payments via sage pay for rent, admin fees, reservation fees etc.
- Assist in providing the information necessary for the completion of the weekly Office Stats sent to the Director weekly on a Friday.
- Ensure office spreadsheets are maintained and continually updated where appropriate for your role.
- Ensure post is franked and taken to the post office each day and incoming mail is distributed correctly.
- Implement any new procedures / products and services launched fully and effectively.
- Any other ad-hoc duties as required by the Branch Manager and other departments within the branch, as necessary.

**Specific Roles**
- Daily confirmation of all sales and lettings viewings
- Maintain the company spreadsheets ensuring thorough onboarding and follow up of all new property owners
- Ensure all property videos are uploaded to YouTube and promoted on the company Facebook and Instagram pages.
- Responsible for applicant matching individuals to properties via SME (company CRM system), successfully booking viewings for new properties immediately.
- Take part in all local office business generation activities as per daily, weekly, and monthly schedules.
- Drafting brochures, video tours, floor plans and all necessary information to be able to bring a new property to market.
- Take part in weekly targeted marketing including leaflet dropping to increase instructions.
- Ensure constructive feedback is given to the LL after the viewings you have conducted have taken place or to the sales progressor for sales and information recorded on SME.

**Key Outcomes Required for success during probationary period**
- Min 90% compliance with all company spreadsheets
- Minimum 5 x 5-star customer reviews
- Maximum 7-day average void on guaranteed rent properties
- Min 80% score on all monitored call recordings
- Answer all calls within 3 rings
- Spend a Minimum of 75% of the time on average in green on your allocated KPI target
- Book a minimum of 2 Landlord or Market Appraisal appointments per week.

**Job Types**: Full-time, Permanent

**Salary**: £21,000.00-£24,000.00 per year

**Benefits**:

- Company events
- Company pension
- Employee discount
- Financial planning services
- Free parking
- Paid volunteer time

Schedule:

- 8 hour shift
- Monday to Friday
- Weekend availability

Supplemental pay types:

- Bonus scheme
- Commission pay
- Performance bonus

Ability to commute/relocate:

- Doncaster: reliably commute or plan to relocate before starting work (required)

**Education**:

- GCSE or equivalent (required)