Dexters Teddington, England, United Kingdom
Senior Customer Relations Advisor
Dexters Teddington, England, United Kingdom
17 hours ago Be among the first 25 applicants
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Main purpose of role: To work closely with senior-level management on complaint matters. To provide help and advice to Directors and Managers on how to avoid and resolve disputes with our customers/clients. To avoid putting the company at risk and limiting the damage to our reputation by offering pragmatic solutions.
Hours: Monday-Friday 8.30am-5.30pm
Salary: Dependant on experience
Key Responsibilities
* Acknowledging incoming complaints and managing the MD inbox.
* Analyze complaints received in great detail and help senior management respond with our Company final viewpoint letters.
* Assist the Director of Relations Manager by drafting complaint responses, Property Ombudsman submissions and compliance monitoring.
* Identify trends in complaints and non-adherence to best practice and compliance issues and report on them.
* Oversee the bad debt report and assist the offices in ensuring outstanding fees are paid.
* Carrying out a loss revenue audit for sales properties sold privately/other agents when our fee is due to us.
* Compiling data for Subject Access Requests and liaising with the offices to ensure compliance within one calendar month.
* Logging/reporting data breaches and assisting the offices on how to handle these situations.
* Assist with managing and reporting returned feedback including Google, Trust Pilot and All Agents and our own Customer Experience Forms.
* Assist with logging and actioning requests ‘to be forgotten’ under the GDPR.
* Understand our obligation to comply with government regulations and industry bodies including the RICS, Property Ombudsman, ICO, Trading Standards, local authorities and the Police.
Requirements
* Passion for customer service and upholding our Dexters service standards.
* Has an excellent understanding of our Sales, Lettings and Property.
* Managementbest practice.
* Mature, credible, and comfortable in dealing with clients and colleagues alike.
* Willingness to learn and take on extra responsibility.
* Regularly goes the extra mile for clients and colleagues.
* Property Mark qualified or willing to undertake qualifications to support knowledge.
* Excellent timekeeping and absence record.
* Enthusiastic, ‘Nothing is too much trouble’ attitude.
* Ambassador for the company.
* Always acting in the best interest of the company.
Skills
* Able to work under pressure with excellent attention to detail.
* Has a professional approach, demonstrating high levels of integrity.
* Highly organised & able to prioritise a varied workload.
* Confident, with excellent communication skills, using the telephone as first point of contact.
* A flexible approach to work particularly during busy periods.
* Able to demonstrate initiative along with a ‘can do’ approach.
#INDHP
Seniority level
* Seniority level
Not Applicable
Employment type
* Employment type
Full-time
Job function
* Job function
Other
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