Job Description

Customer Experience Officer- Your Role

Job Role:

Customer Experience Officer

Contract Type:

Permanent

Salary:

26,500

Working Hours:

Monday to Friday : 9am - 18.00pm (40 hours per week, 1 hour lunch) Hybrid working 2-3 days office based and remainder at home

Weekend and bank holiday working available

Department:

Customer Experience

Reports to: C

ustomer Experience Supervisor

Direct Reports:

None

The Role

An inspired and driven high performing Customer Experience Officer, responsible for the efficient processing of customer applications from Lead to Completion. Assisting with enquiries and customer support to ensure acceptance criteria qualification.

A typical week as a Customer Experience Officer might include:

? Processing of Student and Working Professional applications in a timely manner.

? Clarifying of acceptance criteria to customers to ensure receipt of acceptable supporting documentation.

? Updating of application notes to maintain accurate records.

? Liaising with Accommodation Providers when confirming and querying tenancy details.

? Answering and actioning of inbound call enquiries.

? Proactively generate outbound calls to customers to assist with progressing applications.

? Admin and maintenance of Hubspot CRM System.

? Prompt actioning of Percy Tickets.

? Ensure accuracy of Stripe payment records.

? Increase conversion of Lead applications to Active Opportunities.

? Meeting and exceeding set KPis to ensure targets are met.

? Providing exceptional customer service via all communication channels.

? Ensure quality of Active Pipeline so applications are passed by Quality Assurance and reduce levels of Check failures.

? Participate in weekly Pipeline meetings to maintain efficient flow of applications.

? Responsibility for maintenance of team@ inbox as scheduled, responding promptly and forwarding of emails to colleagues as appropriate.

? Actively participate in learning and development.

? Consistently collaborate with Business Development, Finance, Tech and QA.

? Actively promote Housing Hand products, services and brands.

? Assist Business Development by introducing Housing Hand to new Accommodation Providers.

? Substituting for absent CX colleagues as required.

? Assist Finance by pursuing late fee payments and obtaining cancellation evidence.

What a Housing Hand Customer Experience Officer brings:

? Can consistently work to Housing Hand's overachievement of targets with existing and new customers

? Exceptional customer service skills

? Excellent attention to detail and accuracy

? Structured, enthusiastic, flexible and committed to individual, team and business goals

? Positive attitude, open to feedback, consistently seek to improve

? Open and honest team player

? Strong communication and written skills

? Quick thinker & strong listening skills

? Trustworthy and reliable

? Capable of achieving set KPis in completions, calls, emails, tickets, reviews and quality.

? Adaptable, calm composure

Job Type: Full-time

Pay: From 26,500.00 per year

Benefits:

Casual dress Work from home
Experience:

Customer service: 1 year (required)
Work Location: Hybrid remote in London NW1 0DU