Job Title: Customer Relations Expert
Department: Customer Relations Team
Responsible to: Customer Relations Team Leader
Key responsibilities:
- Inbound and outbound calls, maximising every opportunity with the clients they speak to.
- Qualify and warm the client up prior to discussions with the Mortgage Advisers and passing clients over as Hot Key Transfers and booked appointments.
- Nurture all future opportunities through to becoming ‘hot’ leads to advisers.
- Ideally achieve early customer engagement and ‘buy in’ with the business so the client wants to proceed with further discussions.
- Proactively manage all new leads delivered into the business.
- Liaise with lead suppliers when required.
- Liaise with internal and external stakeholders as and when required.
The Key Skills Required for the Position include;
- Excellent time and diary management.
- Highly self-motivated with the ability to work as an individual and as part of a team.
- Ability to exceed challenging targets.
- Confident communicator with both clients, introducers and colleagues.
Additional R’s & R’s
- Initial data entry.
- Responsible for maintaining robust, accurate and reliable MI.
- Deliver outstanding customer service and experience at all times.
- Follow pre-defined contact strategy.
- Booking appointments into adviser diaries.
- Responsible for daily communication with advisors on case updates.
- Set customers’ expectations in terms of service and quality.
- Represent the business in an exemplary manner in all areas.
Salary & Hours of Work
- This is a full-time role based in Edinburgh city centre.
- Hours of work will be between 9am and 7.30pm, this will originally be 9am-5pm during training and then move to a 9am – 5pm and 11:30am – 7.30pm rotation.
- The company will work with the successful applicant to set clear objectives – based around strategic requirements and around key initiatives.
How to Apply?
Please outline your suitability to this role and send this information to: [email protected]