Job Description

Customer Service Advisor (Surveys and Reviews)

To support the Mortgage Services and Lettings businesses by carrying out telephone surveys at case activation and collating completion survey data.



Carry out any other surveys as directed by the Customer Relations Manager/ Senior Customer Relations Adviser.



Provide support and assistance to other team members and line management by undertaking any other duties as required in order to meet the aims and objectives of the Quality Assurance department and the business in general, and as directed by the Lead Customer Relations Advisor.

Duties Include:

Contributing to Quarterly performance reviews and Weekly Team Meetings. Sharing accurately produced MI from data for Customer Relations and Case Checking with the wider business. Ensuring that completed surveys are accurately and promptly recorded on the business systems, with any required further correspondence appropriately referred on after completion of the call. Confidentially complete telephone surveys with a sample of the Groups Mortgage Services and Lettings customers, in accordance with the Group's methodology, and as directed by the Customer Relations Manager /Senior Customer Relations Adviser. Ensuring customer feedback is accurately documented on all cases. Where required, accurately log complaints onto OSCAR. Ensure update letters are issued to customers in accordance with OSCAR tasks. Process customer refunds and compensation payments. Respond positively and act upon feedback received from Managers or Leads in order to maintain competence in the role in accordance with the team's training & competency scheme. Share process and procedure improvement ideas with Managers. Promote a consistent, high quality, customer-focused approach to business processes, ensuring that you contribute to the Consumer Duty obligations, considering these obligations in all actions and decisions that are taken, and ensure this requirement is adhered to at all times. Understanding other departments and how your role fits into these. Maintain knowledge by taking and passing all annual testing. Understand the Complaints Process. Take ownership of learning and development, seeking out opportunities to enhance knowledge.

Skills required:

Communicate professionally to internal and external customers Ability to organise, prioritise and handle varied and heavy workload Able to work and meet deadlines Confident on the phone Problem solver Highly numerate Computer literate Attention to details High level of accuracy Professional

Connells Group UK

is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.



Don't meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At Connells Group we are dedicated to building a diverse, inclusive and authentic workplace. So, if you're excited about this role but your experience doesn't fit perfectly with every aspect of the job description, we encourage you to apply anyway. You may be just the right candidate for this or other opportunities.



MS02803



Job Reference: MS02803