Customer Service Agent

Farringdon, EC1N
£25,000 + Benefits
10 May 2019
24 May 2019
Full Time
Organisation Type
Housing association / RP

Customer Service Agent



Twickenham initially then relocating to Farringdon in July

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.

This role

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 people who put the customer at the heart of everything they do, to join our Marketing Team as a Customer Service Agent. No previous housing experience necessary - we`ll teach you all that! If this sounds like you - we`d love to hear from you.

  • Explain the Shared Ownership/ Newbuild, Resales, Staircasing and Loan Redemptions processes to prospective customers and existing Leaseholders, and send out information guides as required

  • Take responsibility for resolving customer enquiries and ensure they are dealt with professionally and promptly

  • Set up tasks to appropriate departments and team members to follow up leads/enquiries

  • 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

  • Attending weekly team meetings and taking minutes

  • Contribute new ideas and innovation in Customer Service

  • Staffing new build show suites and sales exhibitions if required

  • Participate in departmental projects

  • Build 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

  • Carry out other duties as may be assigned by line Manager from time to time

What you'll need to succeed:

  • Excellent telephone manner

  • A great communicator with a strong experience of working in a demanding customer facing environment

  • Highly collaborative team player and able to build and maintain effective relationships within the organisation and with customers

  • Interest in/experience in the property market

  • Possess an adaptable and proactive approach to work

  • Ability to multi-task, prioritise, and manage time effectively

  • Attention to detail

  • Teamplayer

  • Highly motivated

  • Calm and resilient under pressure

  • Experience of using CRM systems

  • Experience of using Microsoft Office packages

Interview Date: 29th May 2019

What you'll get in return

In return, you will be exposed to the fast-paced environment where you can benefit from our comprehensive in-house training to continue developing and utilising your skill set.

We offer great benefits, in addition to generous holiday entitlement we provide:

  • Life assurance with a matched contribution (up to 12%) pension scheme

  • Enhanced maternity, paternity and adoption leave

  • Salary sacrifice schemes and season ticket loans

  • Eye care scheme

  • Plus lots of voluntary benefits including cash back and discounts from high street names

What you need to do now

If you're interested in this role, take a look at the attached Job Description for more details and if it’s the ideal job for you, click 'apply now' to forward an up-to-date copy of your CV, or for more information call us now on 0203 5353 611.

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.

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