(Customer) Enquiry Advisor - Build to Rent (Hybrid Role)

Posted 23 January 2024
Salary£30000 - £31000 per annum + bonus & excellent progression
Job type Permanent
DisciplineProperty Sales, Lettings & Customer Care
Contact NameRoss McEwan

Job description

Overall Purpose

The role sits in the Customer Hub Enquiries Team and ensures the delivery of the customer experience and occupancy goals. The incumbent is involved in daily operations to consistently meet incoming customer demands across all portfolios and Neighbourhoods efficiently and effectively. They handle customer leasing enquiries in a professional and timely manner and support the wider Customer Hub when required. Delivery of the expected resident experience through engaging interactions with prospective and current residents is paramount.

Key Responsibilities & Accountabilities

  • Day to day handling of incoming leasing enquiries and tasks across all Neighbourhoods.
  • Follow the business enquiry process and Follow Up Series.
  • Manage incoming enquiry telephone calls, emails, live chat requests, portals and follow up activity.
  • Determine prospective tenants' leasing eligibility, identify hot leads and prioritise based on criteria and company demands.
  • Convert enquiries into viewing appointments for the Neighbourhood teams ensuring that the appointments have been qualified in accordance with the business criteria and to achieve KPIs.
  • Work with internal systems to follow the enquiry handling process and Follow Up Series.
  • Escalate any customer issues or complaints to line manager to ensure these are effectively managed and the relevant action is taken in accordance with management procedures.
  • Liaise with the Neighbourhood teams to ensure the delivery of the expected resident experience and customer journey.
  • Enhance the quality of customer interactions, ensuring compliance, regulatory and legal obligations are met across all interactions.
  • Ensure 100% accuracy of data recording on internal systems.
  • Advertise homes on internal and external websites.
  • Stay up to date with neighbourhood knowledge to be able to support our resident queries and needs.
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