Customer Support Consultant

Reapit; Metropolitan Borough of Solihull; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

A leading company in the estate agency technology sector is seeking a Customer Support Consultant for their Solihull office. The role involves managing customer interactions, resolving support tickets, and ensuring a positive customer experience. With a focus on teamwork and communication, this position offers an opportunity for professional growth within an inclusive environment, supported by comprehensive benefits and flexible working arrangements.

Benefits

5.5% employer pension contribution

20 days annual leave plus a day for your birthday

Formal and in-house training access

Health benefits including Gym Flex

Season ticket loan

Companywide social events

Qualifications

• 1+ years in customer service.
• Ability to work independently and as part of a team.
• Experience with Service Levels, team and personal KPIs is beneficial.

Responsibilities

• Manage incoming contact from customers via support channels.
• Log and categorize incidents in the ticketing system.
• Provide first contact resolution of incidents.

Skills

Customer service

Communication

Problem solving

Teamwork

Decision making

Education

ITIL Foundation V4

Job description

Reapit – Who are we?

Reapit is the original end-to-end business technology provider for estate agencies of all sizes. We’ve been helping sales and lettings agents build relationships and grow their businesses for more than 25 years. Our technology empowers property professionals across Europe, the Middle East, Australia, and New Zealand to work with buyers, sellers, tenants, and landlords to deliver a dream home experience.

Worldwide, over 78,000 agents across more than 15,000 branches use Reapit to run their businesses, manage properties, collect rent, engage clients, and provide outstanding customer service every time.

What you’ll be doing

Reporting to the Service Control Customer Support Manager you’ll be involved in:

• Managing incoming contact from the Customer via our support channels and in accordance with Service Levels
• Logging of Incidents / Requests in the support ticketing system
• Categorisation of Incidents with respect to their severity and urgency
• Management of 1st Line and personal queues of open tickets
• First Contact Fix of Incidents
• Providing a world class service to our customers, ensuring that every contact with Reapit is a positive experience

Who we’re looking for

At Reapit, we prioritise hiring individuals who share our values and possess the right attitudes and behaviours for success. Whilst some of the listed requirements may be important, don’t worry if you don’t meet all of them, we’d still like to hear from you.

• Customer service - 1 year or more
• Communication skills – both written and verbal
• Experience of working to Service Levels - both team and personal KPI’s
• Problem solving
• Teamwork
• Decision making
• Ability to work independently and contribute as part of a team
• ITIL Foundation V4 (desirable)
• Knowledge of the Estate Agency/Lettings business (desirable)

What your impact and success looks like

As a Customer Support Consultant we expect your success and impact in the early stages of your career with us to look something like this:

Within 1 month:

• Understanding the roles and responsibilities of a Customer Support Consultant.

Within 3 months:

• Applying acquired skills and knowledge to triage tickets, identify root cause and apply solutions to resolve, with the support of the wider team.
• Resolve ~10 tickets per day.

Within 6 months:

• Achieving required pass mark in role competency assessment.
• Working independently to resolve ~25 tickets per day.
• Contributing towards the success of the team and wider department.

What’s in it for you?

We operate a Flexible Working Policy and we would like for you to work from our Solihull office, 3 days a week.

We’re offering the chance to really make a difference here at Reapit and the opportunity for personal growth is very real. You’ll feel part of a special team. You can expect a highly competitive salary and some great benefits, including:

• 5.5% employer pension contribution
• 20 days annual leave (plus a day for your birthday) increasing by a day for every year worked (capped at 24 days)
• Business permitting, we’re closed over Christmas, to give you time back to your friends and family
• Formal and in-house training for your L&D plus access to Go1 – the worlds largest online learning library
• Health benefits including Gym Flex, annual flu vaccinations and many others
• Season ticket loan
• Regular local and companywide social events including Tucker Thursday - mouth-watering cuisine delivered straight to the office doors once a month!
• Opportunity to participate in retail benefits and savings via our Benefits partner, Zest!

Don’t tick all the boxes? Neither do we

We care about our industry and want it to become a more inclusive and diverse place to work. So, we’re driven by hiring not only by experience and relevance for the role but by sharing our values and the right attitudes and behaviours for success.

We are committed to Equal Employment Opportunity through attracting and retaining a complementary team of employees and building an inclusive environment for all.

We feel we have an empowering environment where everyone is supported and respected, and we want you to feel this too. We welcome new ideas, thinking and approaches, whilst listening to all our employees.