Enquiries Advisor

The role sits in the Customer Hub Enquiries Team and ensures the delivery of the customer experience and occupancy goals. The incumbent is involved in daily operations to consistently meet incoming customer demands across all portfolios and Neighbourhoods efficiently and effectively. They handle customer leasing enquiries in a professional and timely manner and support the wider Customer Hub when required. Delivery of the expected resident experience through engaging interactions with prospective and current residents is paramount.
Key Responsibilities:

• Day to day handling of incoming leasing enquiries and tasks across all Neighbourhoods.
• Follow the 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 company 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 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.
• Advertise homes on internal and external websites.
• Stay up to date with neighbourhood knowledge to be able to support our resident queries and needs.
• Stay up to date with the local market and what competitors are doing (e.g. what amenities, products they have, their prices).
• 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.

Qualifications & Experience:

• BTR and/or residential sector or/and service sector experience (highly desirable).
• Experience of working within a customer service environment, e.g. call centre (essential).
• Sales experience, customer interaction.
  

Working Hours: 40 hours per week, 5 over 7 days with the occasional Saturday. 9am-6pm or 10am - 7pm.