Key Facts

Remote From:

Full time

English

Hard Skills

General Data Protection Regulation (GDPR) Customer Complaint Resolution Organisational Policies General Security Legal Discovery Pipeline Planning Call Center Experience Process Improvement Shift Scheduling Lending Procedures Construction Inspection Online Communication Job Planning Self-Regulation

Other Skills

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Customer Service
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Accountability
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Microsoft Word
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Microsoft Excel
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Microsoft Outlook
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Non-Verbal Communication
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Active Listening
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Time Management
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Teamwork
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Critical Thinking
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Organizational Skills
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Detail Oriented
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Reliability
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Problem Solving

Roles & Responsibilities

Work planning and organisational skills
Attention to detail
Excellent communication skills
IT skills (including Microsoft Excel, Word and Outlook)

Requirements:

To ensure all queries are processed effectively within the PVQ system
To ensure all customer complaints are processed effectively
To actively manage the pipeline of complaints within the system
To answer inbound telephone calls and make calls as necessary to ensure the effective running of the department

e.surv Chartered Surveyors

About e.surv Chartered Surveyors

Welcome to the e.surv. Trading since 1989, we're the UK's largest and leading provider of property risk expertise and residential surveying services. With a nationwide network of over 600 surveyors, we're able to combine unrivalled postcode coverage with invaluable local knowledge. We complete the equivalent of one property inspection every 12 seconds and over the past 30 years. we've answered just about every possible question and viewed every possible property type. In 2016, we undertook the most ambitious IT overhaul in our history, working with software solutions provider, Core Logic. It's part of our commitment to working smarter, investing in technology designed to generate process efficiencies for our clients and customers, together with improved work/life balance for our surveyors. We're part of the LSL Property Services plc Group of companies, which includes household names, YOUR MOVE and Reeds Rains, as well as the mortgage broker network, First Complete. We work with lenders, intermediaries, social housing entities, and estate agents, as well as private customers and referral partners. All our surveyors are RICS qualified, and benefit from our industry-leading technology. And because of our structure, we’re able to offer our customers the flexibility of national coverage and local market expertise. But you wouldn’t expect anything less from a business with our heritage, would you? What you might not expect is the friendly and resourceful central team providing invaluable support to all our customers and clients. Or the commitment to the personal and professional development of all our people. And when you factor in the flexible benefits, Share Save and BAYE schemes, and our fresh approach to incentive earnings, you start to understand that we do things a little differently at e.surv. Do you have that certain something needed to join our team?

Founded: 2018

Company size: 501 - 1000

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Job description

Job Profile:

Client Support Administrator

Trading since 1989, e.surv Chartered Surveyors is the UK's number one residential surveyor and the largest provider of property risk expertise and residential surveying services. To put it into numbers, we complete more than one property inspection every 12 seconds and employ over 600 surveyors from Land’s End to John O’Groats and Northern Ireland. This gives us the flexibility to offer nationwide coverage combined with invaluable local knowledge.

We're part of the LSL Property Services Group PLC, which includes household names Your Move and Reeds Rains as well as the mortgage network PRIMIS. We work with lenders, intermediaries, social housing entities and estate agents in addition to private customers

We're looking a Client Support Administrator to work across our Cladding and Technical Query PVQ Teams in Central Operations. The successful candidate will be working across two small teams under the Central Operations Technical Surveying Manager. This varied role and you will be responsible for actioning Post Valuation Queries on behalf of the field operations team.

37.5 hours per week Monday to Friday. There will be a requirement, agreed in advance, to work a variety of shift patterns across the team’s hours of work between 8.00am – 19:00pm to provide full coverage. Both teams are home based although the position could be based at our Kettering Office if required.

Role responsibilities

To ensure all queries are processed effectively within the PVQ system
To ensure all customer complaints are processed effectively
To actively manage the pipeline of complaints within the system
To ensure by co-operation with other team members that all required team tasks are completed.
To answer inbound telephone calls and make calls as necessary to ensure the effective running of the department.
Ensure company Data Protection policy and security processes are adhered to.
Support other team members with customer enquiries where necessary.
To provide support to all colleagues to ensure the objectives of e.surv and LSL Group are met.
Promote e.surv in all written and oral communications.
Ensure all customer expectations are met. A customer is defined as anyone who requires a service, a response or information.
Ensure company policies are adhered to at all times
To follow the reasonable directions of the Team Leader and carry out requested tasks.

Essential skills

Work planning and organisational skills.
Attention to detail.
Identification of relevant information.
Ability to work under your own guidance and plan your own time.
Excellent communication skills.
Ability to challenge processes where improvement has been identified.
IT skills (including Microsoft Excel, Word and Outlook)

Role values

Delivering what we promise, when we promise it - Maintains focus on achieving and exceeding team targets through tenacity and dedication to the role.
Putting our customers and their needs first - Demonstrates a quality work ethic, delivering results consistently and accurately and responding to requests respectfully, politely, and professionally at all times.
Taking an honest approach to business - Is clear, accountable, reliable, knowledgeable, and direcListening, learning, and finding better ways to make a difference - Looks for opportunities to improve business processes by collaborating with others; is receptive to new ideas and offers solutions to challenges.

Desirable skills

Knowledge of Lender requirements
Basic knowledge of Surveyor inspections and requirements.

Flexibility in working hours may be required, sometimes at late notice, as business needs or shift patterns dictate.

Apply

If you feel you match our requirements and are looking for your next career challenge, or for a confidential discussion on the full details of this role please contact Alka Tarafdar on 07751808563 or recruitment@esurv.co.uk – alternatively apply with your CV and covering letter for a quick response.

In your Application, please feel free to note which pronouns you use (for example, she/her/hers, he/him/his, they/them/theirs)

e.surv is an equal opportunity and Disability Confident employer, dedicated to building a diverse and inclusive workplace. We welcome applications from people of all abilities and backgrounds, and we do not discriminate based on disability or individual needs. If you require any reasonable adjustments during the recruitment process, please let us know.

LSL Property Services are dedicated to protecting your data – our Recruitment Privacy Notice can be viewed HERE

PRE EMPLOYMENT SCREENING - All of our employees have to pass a Criminal Records Disclosure and Credit Referencing Process in order to work with our lender clients, if you are unsure on this, ask the team and we'll be happy to explain the process.