Customer Support Executive

Dye & Durham Corporation; Barnsley; On-site; GBP 22,000 - 30,000; Full time

Job summary

An established industry player is seeking a Customer Support Executive to join their specialized team. This role focuses on delivering exceptional service to key clients, primarily legal and business professionals. The ideal candidate will utilize their strong communication and problem-solving skills to provide tailored solutions, ensuring operational efficiency. Responsibilities include providing conveyancing search quotations, utilizing in-house technologies, and maintaining thorough records. Join a forward-thinking company that values different perspectives and offers a range of benefits, including healthcare and training opportunities, to empower your career journey.

Benefits

Healthcare

Pension

Company Discounts

Wellness Programs

Paid Days Off for Moving

Paid Days Off for Volunteering

Qualifications

• Strong communication skills and a positive attitude are essential.
• Experience in call handling and managing customer relationships.

Responsibilities

• Provide accurate conveyancing search quotations for various properties.
• Utilize technologies to verify addresses and property locations.
• Maintain thorough records of communications with customers.

Skills

IT Skills

Communication Skills

Problem-Solving Skills

Time Management

Call Handling

Administration Experience

Customer Relationship Management

Attention to Detail

Tools

Ticketing System

Online Ordering Platforms

Job description

Customer Support Executive

Department: Customer Operations

Employment Type: Permanent - Full Time

Location: Barnsley

Description

Reporting to the Concierge Team Lead, the role of the Concierge Service Executive is within a specialized customer support team focused on delivering exceptional service to Dye & Durham’s key clients. The ideal candidate will ensure that our customers, primarily legal and business professionals, receive tailored solutions that enhance their operational efficiency and productivity.

Key Responsibilities

• Providing conveyancing search quotations for complex residential, commercial and agricultural properties, ensuring accurate pricing is provided.
• Develop a strong understanding of our product offering, associated suppliers, and the data required to support correct order fulfilment and provide recommendations of suitable products to customers.
• Utilise in-house and third-party technologies to verify the accuracy of addresses and property locations.
• Utilise our mapping tool to accurately draw property boundaries, vital for property transactions reliant on correct boundary selection.
• Demonstrate excellent attention to detail in reviewing and cross-referencing property data to prevent discrepancies.
• Cultivate a clear understanding of how addresses and property boundaries interrelate, ensuring that all mapped information supports accurate property transactions.
• Collaborate with clients, suppliers and team members to resolve any inconsistencies or questions regarding property data or search results.
• Maintain thorough records of communications with customers and suppliers, and any amendments made to property and/or order details.
• Raise and respond to any data provider enquiries via ticketing system and telephone.
• General query handling via email and telephone as a primary contact for concierge customers.
• Positively interact with concierge customers, using strong communication, interpersonal, and problem-solving skills to enhance customer relationships.
• Chasing results and any overdue orders.
• Processing credits and extra charges.
• Cancellation and expedite products ordered.
• Manually placing orders on customers’ behalf.
• Positively interact with other colleagues throughout the business to ensure the customer receives the best of service.

Skills, Knowledge & Expertise

• Good IT skills, able to proficiently operate all our online ordering platforms and in-house technologies.
• Have the drive to develop an in-depth knowledge of our suppliers, products and services.
• Have a positive, can-do attitude and excellent verbal and written communication skills, working and communicating in a professional manner.
• Call handling and administration experience.
• Experience of dealing with and managing professional relationships with customers or suppliers (in person, via telephone calls or email management).
• Be process-driven, recognising and adhering to the required procedures with accuracy and attention to detail.
• Excellent time management skills and experience working to SLAs.
• Experience utilising a ticketing system to handle customer communications (desirable).

Job Benefits

At Dye & Durham we strive to be visionaries! As a leader in our field, we ensure our employees are ready for the next challenge in their journey with us by offering internal and external training opportunities. We offer competitive salaries and a whole host of benefits including healthcare, pension, company discounts, wellness programs, and paid days off to move house or volunteer for your favourite charity.

Do you share our DNA?

• We ask how tomorrow can be better than today.
• We are passionate about solving our customer's challenges.
• Our ideas break boundaries.
• We value different perspectives and encourage dialogue.
• We take ownership and celebrate together.