Key Responsibilities:
● Monitor online review sites, receive, register and respond to all incoming feedback
including:
o Google Reviews
o Trust Pilot
o All Agents
o Customer Experience forms
● Add review testimonials to Google sheet for marketing.
● Responsible for producing monthly figures including feedback and team stats.
● Respond to and accurately action GDPR requests to be unsubscribed or removed
from our database.
● Assist Customer Relations Team with complaint files where needed.
● Assist in developing and documenting best practice for the team.
● Research new rating sites and make recommendations for additional monitoring.
● Provide support to Help & Advice teams when required.
Requirements
● Passion for customer service and upholding our service standards.
● Confidence to work as part of a busy team, dealing with colleagues at all levels.
● Excellent timekeeping and absence record.
● Enthusiastic, ‘Nothing is too much trouble’ attitude.
● Smart, well presented – uphold dress code.
● Ambassador for the company, always acting in the best interest of the company.
Skills
● Works in line with our Winning Ways
o Customer Focused, Cheeky, Epic, Flexible, First, Team Orientated
● Confident, with excellent communication skills, using telephone as first point of
contact.
● Good writing skills.
● Ability to maintain confidentiality in all dealings and correspondence.
● Highly organised & able to prioritise a varied workload.
● Able to work under pressure with excellent attention to detail.
● Flexible approach to work particularly during busy periods.
● Has a professional approach, demonstrating high levels of integrity.
● Able to demonstrate initiative along with a ‘can do’ approach.