LSL Property Services plc

Call Centre Customer Service Representative "Diary Coordinator"

Job ID
2020-13070
Location
Kettering
Category
Surveying
Salary
Minimum wage
Position Type
Permanent Full-Time
Car Allowance
No
Bonus Scheme
No

Job Profile

Trading since 1989, we're the UK's 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. This gives us the flexibility to offer nationwide coverage combined with invaluable local knowledge.

 

We're part of the LSL Property Services PLC Group, 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.

 

Important information, These roles will be working 37.5 hours per week on a flexible contract with shifts from 8-8 Monday to Saturday

 

Role Purpose

 

You'll take ownership of booking surveyor inspections appointments with our customers from across the UK. You will work to agreed targets and SLA's to ensure our customer journey is quick, professional and consistent. You'll act on behalf of our clients to ensure the service we offer meets their requirements as well as ensuring a good impression of them and us as companies.

 

Your Accountabilities

 

  •  You'll take inbound/make outbound calls to book surveyor inspections by telephone across the UK
  • Work to booking targets (number of appointments booked per day, number of calls made, telephones specific targets)
  • Use assertive/persuasive skills to book appointments within client SLAs
  • Ensure the customer journey when booking the appointment is easy, professional and focused on customer service 
  • Achieve operational excellence in all aspects of activities, processes and procedures undertaken.
  • Promote e.surv in all written and oral communications.
  • Develop and maintain excellent staff relationships with internal colleagues and external suppliers and customers.

 

Personal Skills

 

  • High level of accuracy with data input and attention to detail.
  • Outstanding communication and interpersonal skills.
  • An ability to demonstrate a positive attitude and professional manner when dealing with both internal and external customers.
  • Problem-solving skills.
  • Excellent telephone skills.
  • A positive approach to continuous improvement and change.
  • Ability to work to defined policies and procedures.
  •  Call centre telephony experience.
  • PC literacy.

 

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