This list details the roles and responsibilities of the Customer Relations Expert, with particular importance on Lead Qualification, management, and tracking.
- Inbound and outbound calls, maximising every opportunity with 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 Rs & Rs:
- 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
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?
To apply, please email your CV and covering letter to Claire Taddei, HR Director: [email protected]