Customer Support Advisor

If you would like to work for an exciting, expanding company, that thrives on training in a role that has great potential to grow, then please keep reading

This person will be responsible for providing an ongoing and efficient customer focused support service to Property Managers and clients.

The post Reports to the Customer Services Team Leader

**Dimensions**
- To deal with telephone calls and correspondence, requisitioning and provision of information, for other Team members and clients as appropriate.
- To meet the requirements of the firm’s clients and the needs of the lessees in fulfilling the role of Customer Services Advisor.
- As a Customer Services Advisor, politeness, grammatical correctness and a level-headed attitude must be portrayed at all times in dealing with telephone calls, from residents and colleagues alike.
- In dealing with correspondence the Customer Services Advisor should possess the ability to interpret and respond to the same in a reasoned, precise and grammatically correct manner.

Your responsibilities as Customer Services Advisor will further include (but are not limited to) the following:

- In conjunction with the Team generally develop and enhance service levels across the portfolio.
- Ensure that general correspondence is responded to within 48 hours, and detailed correspondence within 5 workings days (provided an acknowledgement is sent), referring to Team Leader as and when required.
- Ensure that phones calls are returned within same day or the following day of business.
- Deal with instructions and issues that arise on the administration of the portfolio.
- Visit client properties with Property Managers as and when reasonably required to do so.
- Regularly monitor service delivery of contractors.
- Forward in a timely manner and to the appropriate organisation, any insurance claims as they may arise.
- Be able to present a logical argument verbally on the phone, as and when required so to do, in a straightforward, polite and business like manner. Display appropriate knowledge and skills in an assertive but friendly manner.
- Ensure all written communications are presented in a clear, concise and grammatically correct format.
- Demonstrate ability to make decisions, having first evaluated all options, and support the same with factual information.
- Contribute actively towards ensuring continuance and accuracy of processes in order to achieve maximum client retention rate.
- Actively investigate our value to the customer and identify new solutions which will exceed the customer’s expectations..
- Listen to customers and identify trends to ensure that improvements take place to match changing requirements. Strive to exceed customer expectation by responding appropriately, constructively and in a timely manner.

**Key Performance Indicators**
- Contribution to achievement of departmental targets
- Client satisfaction
- Positive feedback from on-site staff and Maintenance Contractors
- Deliver maintenance and repair contracts on time
- Specific deliverables with each project achieved

**Relationships (internal)**
- Reports to Customer Services Team Leader, Colleagues within Trinity Estates (Surveyors, Facilities Managers and Accounts teams.)

**Skills & Knowledge**
- Basic IT skills (word-processing and spreadsheets)
- Industry specific packages (e.g. Propman / FixFlo)
- The Customer Services Advisor will need to be a good communicator, able to motivate both the direct staff and on-site staff to provide a user friendly and customer orientated management service
- The Customer Services Advisor will need to be a good communicator both in spoken and written word

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

**Salary**: From £18,500.00 per year

Additional pay:

- Yearly bonus

**Benefits**:

- Company pension
- Cycle to work scheme
- On-site parking
- Private medical insurance
- Sick pay
- Store discounts

Schedule:

- Day shift
- Monday to Friday
- No weekends

**Experience**:

- Customer service: 1 year (preferred)
- Administrative: 1 year (preferred)

Reference ID: CSA11