Customer Service Agent

London (Greater)
£25,000 + Benefits Package
03 Apr 2019
21 Apr 2019
Full Time
Organisation Type
Housing association / RP

Metropolitan Thames Valley Housing is one of the UK`s leading providers of affordable housing and care and support services. We employ over 1900 people to manage and develop our large portfolio of nearly 56,000 homes serving over 75,000 customers across London, the East Midlands, Southern and the East of England.

Are you customer focused? Do you want to work somewhere you can make a real difference? No previous housing experience necessary - we`ll teach you all that! As part of our SO Resi brand success (our new sub brand for Shared Ownership), the Sales and Marketing team continues to grow. We`re looking for motivated, passionate people who put the customer at the heart of everything they do. If this sounds like you...we`d love to hear from you.

Reporting to the Digital Marketing Manager; in this varied role as a So Resi Customer Service Agent, you`ll be responsible for handling all inbound Sales and Marketing telephone calls and email enquiries. You`ll act as a liaison to provide product/services information for both new and existing customers across all sales business streams - Resales, New Builds and Staircasing. You`ll be responsible for booking viewings and funnelling Homeownership/Repairs/Lettings/Customer Care queries to the relevant team. You`ll book viewings, update websites and CRM systems to ensure property information is up to date across all relevant systems and portals.

What will you be doing?
-You`ll be responsible for handling incoming customer enquiries by email, telephone or SMS.
-Take responsibility for resolving customer enquiries and ensures they are dealt with professionally and promptly.
-Set up tasks to appropriate departments and team members to follow up leads/enquiries as and when required.
-Explain the Shared Ownership/ Newbuild, Resales, Staircasing and Loan Redemptions processes to prospective customers and existing Leaseholders, and sends out information guides as required.
-Book viewings for open days via CRM systems.
-Update website portals and CRM systems as required.
-Handle customer complaints independently where appropriate/with line manager, provide appropriate solutions and alternatives in a timely manner; follow up to ensure resolution and escalating in line with company policy where required.
-Provide prospective buyers with the details of assigned and approved Independent Financial Advisors (IFA).
-Liaise with IFA`s from time to time.
-Contribute new ideas and innovation in Customer Service.
-Participate in departmental projects as required.
-Carry out other duties as may be assigned by line Manager from time to time.
-Builds sustainable relationships and trust with customers through open and interactive communication in-line with the brand guidelines.
-Ensure legislative and regulatory guidelines and policies are followed.
-Ensure MTVH policies and procedures are followed at all times.

Key competencies:
-Excellent telephone manner
-A great communicator with a strong experience of working in a demanding customer facing environment.
-Experience of using CRM systems
-Knowledge/Experience of digital marketing
-Experience of using Microsoft Office packages
-Interest in/experience in the property market
-Highly collaborative team player and able to build and maintain effective relationships within the organisation and with customers
-Possess an adaptable and proactive approach to work
-Ability to multi-task, prioritise, and manage time effectively
-Attention to detail
-Calm and resilient under pressure

Interview Date: TBC

How we reward you
Our staff are as important to us as our customers. When working with us you will be introduced to a huge variety of benefits including:

-A unique benefits package that can be adapted to suit each individual.
-The opportunity to choose from a wide variety of benefits which includes options around Health and Wellbeing Programme
-Employee Assistance
-Discounts with multiple retailers and many more.
-An impressive Pension Scheme
-28 days annual leave plus bank holidays, with the ability to buy and sell up to 5 days!

Our promise
All employment decisions at MTVH are based on business needs, job requirements and individual qualifications, without regard to age, disability, gender reassignment, marital status, pregnancy or maternity, race or religion, sex or sexual orientation.

"We are proud to have been recognised by Disability Confident for our commitment to disabled people and those with long term health conditions by providing fair and equal opportunities for all applicants enabling them to fulfil their potential and realise their aspirations."