B2C Administrator

Trading since 1989, e.surv Chartered Surveyors is the UK's number one residential surveying firm and the largest provider of property risk expertise and residential surveying services. To put it into numbers, we complete more than one property inspection every 12 seconds and employ over 600 surveyors from Land’s End to John O’Groats and Northern Ireland. This gives us the flexibility to offer nationwide coverage combined with invaluable local knowledge.
We're part of the LSL Property Services Group PLC, which includes household names Your Move and Reeds Rains as well as the mortgage network PRIMIS. We work with lenders, intermediaries, social housing entities and estate agents in addition to private customers.
We have an exciting opportunity to join our B2C team in the position of Admin Support. You will provide key assistance to consumers, referral partners and colleagues whilst being able to work from your own initiative and be dedicated to providing an excellent level of customer care.
Main Accountabilities:
* Ensuring new leads received are keyed correctly on the system, including the source of the lead to 98% accuracy.
* Distribution of new leads to the LCPs. This will be done systematically and taking direction from management regarding where the leads needs to be funnelled.
* Making/taking necessary phone calls during working day and handling them efficiently and professionally.
* Managing the inbox and taking ownership of emails within remit. Where unable to assist, ensuring they are passed to appropriate case owner.
* Working closely with PVQ team to ensure swift outcomes for our consumers.
* Issuing reports to consumers in a timely manner.
* Carrying adhoc tasks involving data.
* Accountable for delivering against own workflows, including time management, accurate reporting and delivery of information in line with agreed processes and regulations.
* Deliver exceptional customer service in-line with company values
* Adhere to Quality Management guidelines, as directed, in line with the framework of ISO 9001.
* Ensure own H&S, and that of colleagues by complying with both legal and policy requirements.
* Highlight to the line manager any concerns regarding conflicting duties or areas of responsibility.
* Become subject matter expert on the CRM system.
Knowledge and Expertise:
* Previous experience of direct customer service.
* Must have great attention to detail.
* Needs to be able to work at pace.
* Communicates effectively – able to influence and persuade others through excellent written and verbal communication skills.
* Flexible approach to resolving problems and task management.
* Customer care skills.
* Competent with Microsoft Excel.
* System knowledge, workflow management systems and Outlook.
* Excellent communication and interpersonal skills.
* esurv knowledge (preferred).
* Attention to detail.
* Adaptability, flexibility & resilience .
* Ability to work proactively.
* Customer service.
* The ability to work autonomously.
* Expected to work shifts to cover all times during operational hours.
* Flexibility to work shift patterns.
Apply
If you feel you match our requirements and are looking for your next career challenge, or for a confidential discussion on the full details of this role please contact Mike Brett – alternatively apply with your CV and covering letter for a quick response.
PRE EMPLOYMENT SCREENING - All of our employees have to pass a Criminal Records Disclosure and Credit Referencing Process in order to work with our lender clients, if you are unsure on this, ask the team and we'll be happy to explain the process