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Form of workRobert Half Office Team are currently recruiting for a Enquiry Advisor based in Stratford. You need to be in the office 5 days per week, and work 1 Saturday every 3 weeks.
Key Responsibilities & Accountabilities- Day to day handling of incoming leasing enquiries and tasks across all Neighbourhoods.
- Follow the Get Living enquiry process and Follow Up Series.
- Manage incoming enquiry telephone calls, emails, live chat requests, portals and follow up activity.
- Determine prospective tenants' leasing eligibility, identify hot leads and prioritise based on criteria and company demands.
- Convert enquiries into viewing appointments for the Neighbourhood teams ensuring that the appointments have been qualified in accordance with the Get Living criteria and to achieve KPIs.
- Work with internal systems to follow the enquiry handling process and Follow Up Series.
- Escalate any customer issues or complaints to line manager to ensure these are effectively managed and the relevant action is taken in accordance with management procedures.
- Liaise with the Neighbourhood teams to ensure the delivery of the expected Get Living resident experience and customer journey.
- Enhance the quality of customer interactions, ensuring compliance, regulatory and legal obligations are met across all interactions.
- Ensure 100% accuracy of data recording on internal systems.
- Stay up to date with neighbourhood knowledge to be able to support our resident queries and needs.
- Deliver against KPIs and agreed SLAs for all enquiries and customer interactions including customer service feedback.
- Support the wider Customer Hub in delivering the resident experience.
- Be an all-round brand ambassador for Get Living.
- Residential sector or/and service sector experience (highly desirable).
- Experience of working within a customer service environment (essential).
- Sales experience.
- A highly effective communicator - verbal and written
- Excellent customer service experience via telephone and email
- Ability to adapt to customer needs culturally
- Working with targets and KPIs
- Organised and efficient
- Maintains high standards with exceptional attention to detail
- Team player
- Energetic and self-motivated
Key Points:
- 5 days in the office in Stratford initially
- Working 1 Saturday every 3 weeks, you will have a weekday when working the Saturday
- £13 per hour - £15 per hour plus holiday pay
- 3 months initially
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