Client Services Administrator – Work Allocation and Capacity management Team Full Time

Trading since 1989, e.surv Chartered Surveyors is the UK’s number one residential surveyor and the largest provider of property risk expertise and residential surveying services. To put it into numbers, we complete more than one property inspection every 12 seconds and employ over 600 surveyors from Land’s End to John O’Groats and Northern Ireland. This gives us the flexibility to offer nationwide coverage combined with invaluable local knowledge.

We’re part of the LSL Property Services Group PLC, which includes household names Your Move and Reeds Rains as well as the mortgage network PRIMIS. We work with lenders, intermediaries, social housing entities and estate agents in addition to private customers

We’re looking a Client Support Administrator to work across our Work allocation and Capacity management team in Central Operations. A successful candidate is who will play a vital role in providing a professional, efficient, and effective telephone and administrative service to our customers. The chosen candidate will ensure that all customer expectations are met and will assist the team with customer enquiries.

37.5 hours per week Monday to Friday. There will be a requirement, agreed in advance, to work a variety of shift patterns across the team’s hours of work between 8.00am – 1900pm to provide full coverage. This is a home based position.

Role Responsibilities

• To answer all incoming customer enquiries and provide information as requested.
• Ensure messages are accurately relayed to the appropriate person promptly.
• Chase outstanding queries and jobs.
• By co-operation, all team tasks are completed.
• Make outbound calls within agreed service Level requirements.
• Monitor and update case exceptions.
• Actively manage the client pipeline.
• Support team members with customer enquiries.
• Ensure company Data Protection policy and security processes are adhered to.
• To provide support to all colleagues to ensure the objectives of e.surv and LSL Group are met.
• Promote e.surv in all written and oral communications.
• Ensure all customer expectations are met. A customer is defined as anyone who requires a service, a response or information.
• Ensure company policies are adhered to at all times

Essential Skills

• Work planning and organisational skills.
• Attention to detail.
• Identification of relevant information.
• Ability to work under your own guidance and plan your own time.
• Excellent communication skills.
• Ability to challenge processes where improvement has been identified.
• IT skills (including Microsoft Excel, Word and Outlook)

Role values

• Delivering what we promise, when we promise it – Maintains focus on achieving and exceeding team targets through tenacity and dedication to the role.
• Putting our customers and their needs first – Demonstrates a quality work ethic, delivering results consistently and accurately and responding to requests respectfully, politely, and professionally at all times.
• Taking an honest approach to business – Is clear, accountable, reliable, knowledgeable, and direcListening, learning, and finding better ways to make a difference – Looks for opportunities to improve business processes by collaborating with others; is receptive to new ideas and offers solutions to challenges.

Desirable Skills

• Knowledge of Lender requirements
• Basic knowledge of Surveyor inspections and requirements.

Flexibility in working hours may be required, sometimes at late notice, as business needs or shift patterns dictate.

Apply

If you feel you match our requirements and are looking for your next career challenge, or for a confidential discussion on the full details of this role please contact Alka Tarafdar on 07751808563 or recruitment@esurv.co.uk – alternatively apply with your CV and covering letter for a quick response.

In your Application, please feel free to note which pronouns you use (for example, she/her/hers, he/him/his, they/them/theirs)

e.surv is an equal opportunity and Disability Confident employer, dedicated to building a diverse and inclusive workplace. We welcome applications from people of all abilities and backgrounds, and we do not discriminate based on disability or individual needs. If you require any reasonable adjustments during the recruitment process, please let us know.

LSL Property Services are dedicated to protecting your data – our Recruitment Privacy Notice can be viewed HERE

PRE EMPLOYMENT SCREENING – All of our employees have to pass a Criminal Records Disclosure and Credit Referencing Process in order to work with our lender clients, if you are unsure on this, ask the team and we’ll be happy to explain the process.