Customer Experience Consultant

We are looking for a Customer Experience Consultant to join our team.

Location: Flexible

Department: Customer Experience Team

Reports to: Customer Experience Team Leader

Purpose of the Role

As a Customer Experience Consultant, you will be responsible for contributing to an exceptional customer experience for all our clients (Sellers and Landlords) and potential customers. You will be passionate about helping customers and building great customer relationships over the phone

Over phone and email, you will be the first point of contact for many of our potential customers. This will allow you to use your fantastic customer relationship building skills to gain an in depth understanding of their property requirements and to identify where they are in the customer journey.

You will have the opportunity to gain a broad knowledge of the Rettie service offering and will be responsible for actively promoting the Rettie Brand by proactively advising our clients and customers about the benefits of using Rettie as their agent.

In addition to ensuring an exceptional customer experience, your main objective will be to contribute to growing our local market share by generating new business leads for our Sales, Lettings and New Homes Teams. You will be motivated by working to incentivised performance targets and will have the opportunity to build close working relationships with internal colleagues in these teams.

You will become an expert user of our customer database and will ensure data capture, and quality and accuracy of data, is a priority. You will also be trained to be an expert user of our other lead prospecting tools and how to proactively use them to identify new business leads. You are motivated by working to incentivised performance targets and strive to consistently meet and exceed them.

Key Responsibilities

The have responsibility for the following:

  • Building on existing relationships with current clients and building new relationships with potential customers
  • Advising clients and potential customers of benefits of the Rettie service offering
  • Liaising with internal teams to get regular updates on their activities and service offering
  • Generating new business leads, specifically Market Appraisals, from our customer database
  • Being an expert user of our customer database and lead prospecting tools to generate new business leads
  • Ensuring data accuracy and quality when inputting and updating data in our database
  • Registering clients on the database who have requested for Home Reports and other generic enquiries
  • Gathering marketing consent and recording and updating this accurately on the database
  • Following up market appraisals that have not converted to instructions after 3 months

Key Requirements

Essential

Experience and Technical Skills

  • Experience working in a customer facing environment
  • Experience working in a target and KPI driven role
  • Experience of data entry
  • Active interest in the property market Expert in the use of MS Office (Teams, SharePoint, Word, PowerPoint, Excel, Outlook)

Behavioural Competencies

  • Business development (target focused)
  • Self-motivated
  • Effective Communicator
  • Interpersonal skills
  • Customer Focused
  • Relationship building
  • Teamwork
  • Organisational Ability

Desirable

Education and Qualifications

  • Customer service-related qualification

Experience and Technical Skills

  • Experience of Reapit database or a comparable database product
  • Experience in a property related role
  • Experience in a customer service role that was primarily delivered by telephone contact

HOW TO APPLY

Please apply by email to recruitment@rettie.co.uk attaching CV and Cover Letter.