Job Description

Trading since 1989, e.surv Chartered Surveyors is the UK\'s number one residential surveyor 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\xe2\x80\x99s End to John O\xe2\x80\x99Groats 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.

This role is working in the B2C team managing inbound leads from consumers and internal customers.

Our customers are the most important part of our business and as a member of the customer service team, it is vital that you have the passion as a customer service professional to deliver excellence every time you engage with a consumer.

The role is 100% based on the phone, following up warm leads and managing chase pipeline and converting leads into sales. The position involves keeping other teams updated on the lead, who own the client relationship. The role is heavily based in working with CRM systems to manage the lead from enquiry through to completion.

The purpose of the role is to convert interest in surveys to a survey booked, by understanding the needs of the consumer to our product offering. The individual needs a clear understanding of our USP\xe2\x80\x99s of our offering and is the consumer brand ambassador of e.surv.

This role is remote based working from home with 80% of time expected on the phone.

The individual is expected to manage their workload in quadrants to be effective with time management and with converting leads into sales owning the data assigned to them. This is a high paced role and requires someone to have pace urgency and a desire to succeed. The individual is expected to have good organisational skills and good ability to collaborate with different people and needs to own the data assigned to them.

Realistic OTE upto \xc2\xa335,000

Key Accountabilities:

• Deal with a wide range of enquires and advise the best product fit to the consumer.
• Answer consumer messages through the phone and email.
• Provide accurate and appropriate information to the consumer with a follow up and agreed action.
• Manage daily inbound leads, consumer and internal customer within a workflow in the CRM system agreed SLA\xe2\x80\x99s with manager.
• Confidence to work individually whilst also having the ability to work collaboratively, playing an active role in both your team and the account management team.
• Proactively managed data assigned to you in the CRM system for maximum output for results.
• Ability to communicate with a diverse wide range of customers and be able to show empathy when required.
• Able to work in a fast-paced environment and under pressure at times.
• Responsible for your own time management and adhere to schedule for day with tasks set.
• Daily updating the CRM system with all customer contact and adding relevant information to the quote record.
• Develop a sales workflow strategy to be effective and efficient with time.
• Accurate reporting and delivery of information in line with agreed team processes.
• Work alongside colleagues in the account management team, sharing information and customer insight to develop great working relationship.
• Ensure client expectations are met with contact.
• Deliver exceptional customer service in-line with company values.
• Keep abreast of industry news by joining groups on LinkedIn and setting industry alerts.

Audit and Compliance

• Adhering to quality management guidelines as directed, and in line with ISO 9001 frameworks
• Ensuring that all mandatory compliance modules are completed for self and team members within the set timescales
• Identifying risks and implementing action plans to mitigate compliance failures
• Ensuring all company policies and security processes are adhered to.

Knowledge, Experience and Qualifications required

Essential

• Strong communication and interpersonal skills written and verbal.
• Excellent listening skills.
• Can slot and build relationships with all types of people.
• Is a trusted advisor to consumers.
• Experienced with CRM software and tracking personal performance.
• Strong time management and organisational skills.
• Ability to work independently and part of a team and widder team.
• Flexible approach to resolving problems and task management.
• Computer literate.
• Excellent administration skills.
• Proactive and results driven attitude.

KPI\xe2\x80\x99s for Role

• Min of 3 hour outbound call time per day (current will increase)
• All client records updated daily
• Tasks managed through CRM systems and created
• To achieve set monthly targets for activity and growth

Experience:

• Flexible approach to resolving problems and task management.
• Complaint resolution and customer care skills.
• Knowledge of the housing market and transactional sale a plus.

Additional details of exceptional aspects of the demands of the role

Flexibility in working hours may be required, sometimes at late notice, as business needs or shift patterns dictate.

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 on 07767 100622 or recruitment@esurv.co.uk \xe2\x80\x93 alternatively apply with your CV and covering letter for a quick response.

LSL Property Services are dedicated to protecting your data \xe2\x80\x93 our Recruitment Privacy Notice can be viewed

Our team are also available out of hours on 07794 392858

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.

LSL Property Services