Senior Service Consultant

TN United Kingdom; Bristol; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in the UK is seeking a Senior Service Consultant for their Conveyancing Service team. This role involves managing customer queries, ensuring accurate information flow, and enhancing customer retention. Ideal candidates will have a background in customer service and strong communication skills.

Benefits

Generous Holiday Allowance

Annual Lifestyle Allowance

Pension Scheme

Private Health Insurance

Group Income Protection Scheme

Charitable Fundraising

Cycle to Work and Gym Flex Schemes

Internal Coaching and Mentoring

Training and Career Progression

Family-Friendly Policies

Qualifications

• Experience as a sales progressor, letting agent, or customer service agent.
• Excellent written and verbal communication skills.
• Ability to handle difficult conversations and work under pressure.

Responsibilities

• Provide timely information on property transactions.
• Independently manage customer queries and updates.
• Handle escalations and complaints while adhering to SLAs.

Skills

Communication

Problem Solving

Resilience

Tools

MS Office

CRM Systems

Job description

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At Optimus, you'll find a friendly, dynamic, and supportive team that values bold ideas, big dreams, and active curiosity. We foster a culture of innovation, encouraging everyone to contribute to the development and direction of our products and services, while continuously seeking new and efficient ways to work.

Collaboration and sociability are at the heart of what we do, and we take pride in coming together to achieve great things.

We offer a range of benefits to support your well-being and career growth, including:

• Generous Holiday Allowance: 25 days' holiday plus bank holidays, with the option of adding up to 5 additional unpaid leave days per year
• Annual Lifestyle Allowance: £300 to spend on an activity of your choice
• Pension Scheme: Matched up to 6% for the first 3 years, and up to 10% thereafter
• Private Health Insurance: Provided by Vitality
• Group Income Protection Scheme
• Charitable Fundraising: Matched funding for your efforts
• Cycle to Work and Gym Flex Schemes
• Internal Coaching and Mentoring: Available throughout your time with us
• Training and Career Progression: A strong focus on your development
• Family-Friendly Policies

The Opportunity

As a Senior Service Consultant in the Conveyancing Service team, you will play an integral role in providing customers with relevant and timely information on their property transaction, that comes directly from the solicitors via the Optimus portal and service communication channels. This process will then ultimately lead to increased retention, revenue growth and advocacy. You will have the freedom to work autonomously in this role, reporting into your Team Manager.

The role will involve:

• Ensuring the introducer instructions are checked where needed and are picked up by firms and actioned within the SLAs
• Independently answering queries from customers & intermediaries
• Chasing updates from solicitors and updating intermediaries with full and accurate information
• Ensuring that the portal is updated and accurate with any updates that you receive, verified through Manager spot checks
• Dealing with escalations and smaller complaints to avoid them getting to larger/formal complaints
• Dealing with complaints via the operational process and adhering to SLAs
• Independently deal with inbound calls and emails
• Independently pulling status reports and manage own workload
• Managing your own targets and the work involved in hitting them
• Take responsibility for call answer rates on your accounts

About You

You will have experience as a sales progressor, letting agent, customer facing broker or telephone-based customer service agent. You will have excellent communication skills (both written and verbal) and the ability to help customers clarify their requirements and explain a complicated process to them.

You will also have/be:

• Experience or knowledge of the conveyancing or mortgage process would be a distinct advantage.
• IT literate, particularly the MS Office suite of products and CRM systems
• The ability to deal with difficult conversations and use your initiative to solve a problem
• The ability to work in a team and autonomously
• Resilient and able to work to tight deadlines