Customer Experience Agent

PEXA; Thame; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading technology provider in the property sector seeks a Customer Experience Specialist to enhance the home moving experience. The role involves managing customer queries, supporting partners, and ensuring exceptional service. Ideal candidates are self-motivated and possess strong communication skills. Join a dynamic team in a hybrid working environment.

Qualifications

• Experience in resolving complaints and enhancing customer satisfaction is advantageous.
• Strong written and verbal communication skills.
• Ability to prioritize and multitask effectively.

Responsibilities

• Managing incoming queries about products and services.
• Providing status updates to customers and supporting partners.
• Performing root cause analysis on complaints.

Skills

Customer-facing skills

Communication skills

IT literacy

Proactive mindset

Resilience

Education

GCSEs in Maths and English (Grade C or above)

Tools

Microsoft Office

Job description

Hi, we’re Smoove, part of the PEXA Group.

Our vision is to simplify and revolutionise the home moving and ownership experience for everyone. We aim to deliver products and services that eliminate the pain, frustration, uncertainty, friction, and stress associated with the current process.

Founded in 2003, we are a leading provider of technology in the property sector, focusing on our conveyancer two-sided marketplace that connects consumers with a range of quality conveyancers at competitive prices through our user-friendly tech platform. We are expanding our ecosystem to allow consumers to benefit from our services via their Estate Agent or Mortgage Broker, making the home buying or selling process easier, quicker, safer, and more transparent.

Why join Smoove?

We pride ourselves on attracting, developing, and retaining a diverse range of talented individuals across various roles and specialisms. Our transparent approach and open-door policy make Smoove a great place to work. As our business grows, we seek ambitious professionals to join our team.

Role Overview: Customer Experience Specialist

You will join our friendly team, providing status updates to customers regarding their conveyancing cases, supporting our broker and solicitor partners, and liaising with internal departments to ensure exceptional service. The ideal candidate is self-motivated, disciplined, reliable, and able to work independently to deadlines, coping well under pressure with strong communication, professionalism, and empathy skills.

Location & Hours

Hybrid working with expectations to be in our Thame, Oxfordshire Head Office a few times a week. Flexible hours, 37.5 hours per week.

Main Responsibilities

1. Managing incoming queries about our products and services via our technology platforms
2. Assisting with triage and handling of complaints
3. Providing status updates to customers and supporting partners
4. Dealing with enquiries and complaints through phone, email, or online portal
5. Responding to emails promptly and efficiently
6. Supporting administrative tasks
7. Performing root cause analysis on complaints and suggesting improvements to the customer journey

Skills & Experience Required

1. Experience in resolving complaints and enhancing customer satisfaction is advantageous
2. Excellent customer-facing skills via phone and email
3. Proactive, intuitive, and tenacious with a task-oriented mindset
4. IT literate, proficient in Microsoft Office
5. GCSEs in Maths and English (Grade C or above)
6. Willingness to learn new systems, services, and processes
7. Strong written and verbal communication skills
8. Ability to prioritize and multitask effectively
9. Assertiveness and resilience when necessary

Interested?

If this role sounds like you, apply today! We at Smoove are ready to welcome new team members.

GDPR Compliance

We process your personal data as a data controller, and sharing within the PEXA Group may occur under certain circumstances. By applying, you consent to our data processing in accordance with UK GDPR and the Data Protection Act 2018. More details are available in our privacy notice: https://pexa.co.uk/applicant-policy/.