Reapit – Who are we?
Reapit is the original, end-to-end business technology provider for estate agencies of all sizes. We’ve been helping sales and lettings agents to build relationships and grow their businesses for more than 25 years. Our technology connects property professionals in Europe, the Middle East, Australia, and New Zealand with buyers, sellers, tenants and landlords to power the relationships that change lives.
In the United Kingdom and Ireland, Reapit’s market-leading technology product suite provides estate and lettings agents with powerful tools covering lead generation, sales, lettings, property management, block management, client accounts, key management and analytics, underpinned by a robust, security infrastructure.
Worldwide, Reapit technology is used by over 78,000 agents in more than 15,000 branches, with over a million properties under management; enabling them to run their businesses, identify opportunities for growth, manage their properties, collect rent, communicate with their clients, and deliver an outstanding customer experience, every time.
What you’ll be doing
Reporting to the Customer Support Manager you’ll be involved in:
* Driving productivity to maintain team goals, achieve KPIs and SLAs through encouragement of teamwork and collaboration.
* Open and clear communication, active listening and evidencing constructive feedback to others.
* Open to feedback to enable self-development within Customer Support Lead role.
* Provide guidance on policy and procedure to Customer Support Analysts.
* Contribute to the maintenance of the Customer Support Confluence space.
* Supervise ticket and call management within the framework provided by the Customer Support Manager, delivering to agreed SLAs.
* Assigning and accurately logging, resolving calls/cases within the team and individual queues in line with SLAs.
* Appropriately escalating incidents and requests which are not the responsibility of Customer Support.
* General queue management, ensuring tickets waiting for assignment are positioned to be efficiently investigated by a Customer Support analyst.
* Act as a first point of contact for internal and customer escalations relating to Customer Support tickets.
* In the absence of the Team Manager produce reports as required.
* In the absence of the team Manager, represent the team and department at meetings.
* Support recruitment and onboarding, acting as a mentor to new recruits to the team.
* Continually enhance knowledge on the suite of Reapit products and Estate Agency business.
* Ensure that each contact with a client is an enjoyable, happy, and rewarding experience for both client and Customer Support Analyst.
Who we’re looking for
At Reapit, we prioritise hiring individuals who share our values and possess the right attitudes and behaviours for success. Whilst some of the listed requirements may be important, don’t worry if you don’t meet all of them, we’d still like to hear from you.
Competencies
* Leadership
* Problem Solving
* Effective Communicator
* Responsible
* Communication
* Decision Making
* Organisation
* Continuous Service Improvement
* Ability to work independently and to contribute as part of a team
* Willingness and aptitude to be flexible
* Excels at problem solving
Skills & Knowledge
* Communication skills – both written and verbal
* Experience of working to Service Levels - both team and personal KPI’s
* Knowledge of SQL
* Experience
o Customer Service - 3 years or more
o Working in a service delivery environment with service levels
o Experience leading individuals
* Desirable
o ITIL Foundation V4
o Knowledge of the Estate Agency/Lettings business
What your impact and success looks like
As a Customer Support Lead, we expect your success and impact in the early stages of your career with us to look something like this:
Within 1 month:
* Understanding the roles and responsibilities of a Customer Support Lead.
Within 3 months:
* Applying acquired skills and knowledge to triage tickets, identify root cause and apply solutions to resolve, supporting the wider team as a technical point of reference.
* Achieve personal resolution targets.
* Competently produce regular management information as required.
Within 6 months:
* Consistently fulfil all core role objectives.
* Contribute towards the success of the team and wider department.
* Able to deputise for the Team Manager as required.
What’s in it for you?
We operate a Flexible Working Policy and we would like for you to work from our Solihull office, 3 days a week.
We’re offering the chance to really make a difference here at Reapit and the opportunity for personal growth is very real. You’ll feel part of a special team. You can expect a highly competitive salary and some great benefits, including:
* 5.5% employer pension contribution
* 20 days annual leave (plus a day for your birthday) increasing by a day for every year worked (capped at 24 days)
* Business permitting, we’re closed over Christmas, to give you time back to your friends and family
* Formal and in-house training for your L&D plus access to Go1 – the worlds largest online learning library
* Health benefits including Gym Flex, annual flu vaccinations and many others
* Season ticket loan
* Regular local and companywide social events including Tucker Thursday - mouth-watering cuisine delivered straight to the office doors once a month!
* Opportunity to participate in retail benefits and savings via our Benefits partner, Zest!
Don’t tick all the boxes? Neither do we
We care about our industry and want it to become a more inclusive and diverse place to work. So, we’re driven by hiring not only by experience and relevance for the role but by sharing our values and the right attitudes and behaviours for success.
We are committed to Equal Employment Opportunity through attracting and retaining a complementary team of employees and building an inclusive environment for all.
We feel we have an empowering environment where everyone is supported and respected, and we want you to feel this too. We welcome new ideas, thinking and approaches, whilst listening to all our employees.
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