Customer Experience Administrator

This role involves working with the Customer Relations Team to ensure accurate and timely response and logging of all feedback received. Carefully respond to and action GDPR requests. Responsible for collating and reporting figures for the Customer Relations Team.

Hours: Monday - Friday, 8:30am - 5:30pm

Location: Teddington or Clapham Junction

Salary: £28,000

Key Responsibilities

• Monitor online review sites, receive, register and respond to all incoming feedback including:

- Google Reviews
- Trust Pilot
- All Agents
- 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

• 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.
  
  What We Offer:
  - Progression: Fast-track growth within the property industry, with clear development pathways.
  - Comprehensive Training: From apprenticeship to industry qualifications, we'll support your development every step of the way.
  - Holiday: Enjoy a generous allowance starting at 25 days annually, plus a birthday day off to celebrate.
  - Supportive Environment: Wellbeing programs, team social events, and a fun, dynamic workplace.
  - Additional Perks: Pension contribution, beauty and fitness discounts, season ticket loan, cycle-to-work scheme, and enhanced maternity/paternity leave.
  - Give Back: Paid day off to volunteer at a charity of your choice.