Customer Experience Team Leader - Edinburgh, United Kingdom - Rettie and Co.

Rettie and Co.

Verified Company

Edinburgh, United Kingdom

2 days ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

KEY DETAILS

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Job Title:
Customer Experience Consultant

Location:
Flexible

Department:
Operations

Reports to:
Customer Experience Team Leader

Hours: 37.5

Purpose of the role

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As the Customer Experience Team Leader, you are responsible for supervising a team of Customer Experience Consultants and for contributing to an exceptional customer experience for all our clients (Sellers and Landlords) and potential customers. You demonstrate a clear understanding of, and a shared passion for, our beliefs and values and seek opportunities to continually enhance the quality of our customer experience. You will be working or have worked in an estate agency environment.

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You train, guide and coach your team, monitoring their performance to ensure they consistently meet their customer experience and new business targets and KPIs. You are motivated by working to incentivised performance targets and are experienced and effective at motivating and managing your team to achieve and exceed theirs.

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You have a broad knowledge of the Rettie service offering and actively promote the Rettie Brand by proactively advising our clients and customers about the benefits of using Rettie as their agent.

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You contribute to growing our local market share by generating new business leads, in particular market appraisals, for our Sales, Lettings and New Homes Teams. You build fantastic working relationships with your internal colleagues in these teams and liaise closely with them to ensure you and your team keep up to date on relevant knowledge to maximise your effectiveness in your roles.

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You are an expert at building relationships with clients and customers, in that you gain an in depth understanding of their property requirements and understand where they are in the customer journey. You are adept at understanding customer behaviour and identifying behavioural changes that signal new business opportunities.

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You are an expert user of our customer database, ensuring data capture and quality and accuracy of data is a priority. You are also an expert in using our other lead prospecting tools and proactively use them to identify new business leads.

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Key responsibilities

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They have the responsibility for the following:

Supervising the Customer Experience Consultants, monitoring performance versus targets and KPIs and providing coaching and training to enhance performance
Building on existing relationships with current clients and building new relationships with potential customers
Advising clients and potential customers of benefits of the Rettie service offering
Liaising with internal teams to get regular updates on their activities and service offering
Generating new business leads, specifically Market Appraisals and Mortgage Appointments from our database
Being an expert user of our customer database and lead prospecting tools to generate new business leads
Ensuring data accuracy and quality when inputting and updating data in our database
Registering clients on the database who have requested Home Reports and other generic enquiries
Gathering marketing consent and recording and updating this accurately on the database
Following up Market Appraisals that have not converted to instructions after 3 months

Key competencies

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Essential

Estate agency experience
Experience supervising a team
Experience working in a customer facing environment
Experience of data entry
Active interest in the property market
Expert user of MS Office (Teams, SharePoint, Word, PowerPoint, Excel, Outlook)

Desirable

Customer service related qualification
Experience of Reapit database or a comparable database product
Experience in a customer service role that was primarily delivered by telephone contact

Behavioural competencies

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Business development target focused
People management
Selfmotivated
Effective communicator
Interpersonal skills
Customer focused
Relationship building
Teamwork
Organisational ability

About us

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When you join Rettie & Co. you'll discover the difference you can make. We are a growing and ambitious company, but at our foundations we have a family feel. We care about our people and we want them to prosper. And what's more, we're not like other agents.

There are lots of roles and services that you might not know we offer, from our research team through to our build to rent team, there's a lot more about us than just selling and letting properties.