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Customer Care Manager

£25000 - £25500
OTE £50000

Job Location

Our client are an Estate Agency and lettings firm in Swindon and are seeking a customer focused individual to join their team and work along side the Manager to ensure that each applicant receives the best level of service.
You will be required to monitor, manage and develop the applicant processes within the branch.
Duties to include:
- Ensuring customer greeting process is carried out
- Ensuring the applicant registration process is carried out
- Ensuring the qualification process during applicant registration is correctly delivered  
- Ensuring the re qualification process during applicant calls is correctly delivered  
- Ensuring that all applicants are added to the system the same day as registered
- Daily review of previous Applicants registered to ensure that selling opportunities are maximised at registration; qualification, multiple viewings and third party as well as MA’s booked
- Ensuring that selling opportunities are maximised from applicant calls; re qualification, multiple viewings and third party as well as MA’s booked
- Ensuring that the correct viewing booking process is followed, in particular creating urgency by market chat and setting expectations of the applicant as far as indicating acceptable offer levels
- Daily review of all viewing feedback ensuring is done via the mobile app  
- Ensure that all clients looking locally are registered and are offered priority applicant service
- Run the afternoon sales meeting to the prescribed agenda
- Daily review of all viewings booked previously for additional viewings, third party, MA’s
- Daily review of all branch HOT and LHTS applicants with action for each for afternoon call outs
- Weekly review with Lettings Manager of all Investors and LL’s looking locally allocated to lettings team
- Daily review with FS advisor of all opportunities missed and targeting Advisor to contact to recover
- Responsibility for applicant reassignment – to be done weekly or immediately following staff changes or when applicants have not been dealt with correctly
- Responsibility for quality of MA’s booked and information obtained from applicant registration and applicant contact as well as diary planning and decision maker attendance from the negotiator team
- Responsible for conversion of MA’s from all applicants at registration and on contact
- Attend the weekly Vendor Management meeting and review client objectives with the manager and the team and make calls to clients to update them with feedback and advise them on price as well as obtain outstanding compliance items
- Ensure consistency and quality of applicant care and communication to engage successfully with their property search
- Drive team afternoon call out volumes to levels agreed at the afternoon meeting to ensure all opportunities agreed in the pm meeting are contacted
- Assist the manager in order to ensure you grow market share in your coverage area regardless of market conditions whilst meeting all financial targets, personal targets and keeping branch expenditure within budget  
- Act as a point of contact in managers absence in order to ensure the continuous success and smooth running of the branch  
- Run applicant reassignment once weekly and reassign all un contacted or incorrectly registered applicants
- Maintain client relations through weekly client calls regardless of viewing activity to re-inforce quality feedback to Vendors/Landlords and where appropriate, plan for a full re appraisal  
- Monitor and maximise viewings levels with qualified customers to ensure full exposure of our client’s properties to the market place and a positive customer viewing experience
- Ensure the offer process is correctly adhered to and that offers taken are fully recorded, submitted promptly and financially qualified and that the correct notifications to clients are made within regulated timescales
- Achieve and strive to exceed all personal and team targets and maximise personal activity level through high standards of customer communication  
- Understand the Company’s business priorities and utilise the daily structure to ensure you are focused on personal key activities and able to offer support to the branch in order to achieve the overall key objectives  
- Assist the manager in order to ensure files/applicant notes are utilised for effective customer communication and allow for informed negotiations  
- Support the manager in running the mid-day team meeting using the current approved agenda which focuses on applicant activity levels and call out maximisation on properties
- Provide customers and clients with details of all Chancellors products and services to maximise revenue and provide a full service as part of our on-going client management  
- Assist the manager in monitoring withdrawn/abandons rate and taking corrective action when this falls below agreed levels  
- Read and implement the guidelines/actions contained with the Company Newsletter and ad-hoc e-mails from Head Office  
- Comply with all administrative procedures
- Achieve or maintain membership of professional qualification  
- Actively manage and record CPD hours required for associated membership
The ideal candidate:
- Experience required in a customer service management role ideally within the property sector
- Excellent communication skills over the telephone and face to face to ensure the development of strong working relationships
- Able to take a lead role in branch activity and drive sales conversion
- Enthusiastic and proactive with a strong work ethic   
- Possesses the ability to act as a role model by adhering to company standards, whilst continuously exceeding activity and income targets  
-  Able to liaise with clients and customers confidently and professionally
-  Ambitious and career orientated
For more information on this role please call Carrianne on 01242 228 362
AMR are one of the UK’s largest specialist recruiters for the Property, Estate Agency, Lettings & Property Management, Land & New Homes, Commercial Property and the Mortgage Market.

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