GKR International are delighted to be working with one of the most renowned and rapidly expanding Real Estate businesses to add to their Customer Care team.
In a newly created role, they are looking to find an individual that truly understands Customer Experience, Customer Care and the client journey.
About The Role & Team
As a key member of the Sales support team and reporting into the Head of, your primary responsibility will be to ensure a seamless, positive, and customer-centric journey for our customers from the initial point of contact through to post-handover support. The role focuses on enhancing customer satisfaction, building brand loyalty, and fostering long-term relationships.
* End-to-End Journey Management:
* Ensuring Customer Satisfaction:
* Building Brand Loyalty:
* Encouraging Referrals:
* Consistent Communication: ensure customers are regularly updated on the status of their property and any relevant processes, reducing anxiety and keeping buyers informed.
* Liaising with Sales, Site, and Customer Service Teams: coordinate with various departments to address customer needs.
* Continuous Improvement: collect feedback to identify areas where the customer experience can be improved, whether it's streamlining communication, improving documentation, or adjusting the handover process.
* Implementing Changes: understanding customer feedback and industry best practices, make recommendations and work on initiatives to enhance the overall customer journey.
* Maintaining Standards: ensures that the company's service quality aligns with regulatory and company standards, including commitment to any industry-specific goals, such as environmental or sustainability initiatives.
* Driving Net Promoter Score (NPS) and Satisfaction Metrics: aim to achieve high customer satisfaction scores (e.g., NPS), as these are critical indicators of the company's reputation and service quality.
* Post-Handover Care: After the customer moves in, support ongoing customer service, coordinating with the aftercare team to address any issues, defects, or questions related to the property.
- Salary - £36,000 Send your CV to rose@gkrinternational.com
* Annual bonus based on company performance
* 9am-5:30pm working hours, with 4:30pm on Fridays
* Competitive compensation package.
* Group Pension Scheme and Life Insurance.
* 25 Days holiday plus bank holidays including a holiday trading scheme and long service days
* Bupa Dental Cover
* Bupa Employee Assistance
* Virtual GP Service
* Salary sacrifice scheme for electric vehicles
* Cycle to Work
* Gym Membership corporate discounts
* Health Cash Plan
* Perkpal (shopping discounts)
* Tech Scheme
* Payroll Giving