Eden Conveyancing
We provide digital conveyancing services that make buying or selling a home easy and enjoyable.
2 - 10
Client Services Manager
2 days ago
🏢 In-office - Bristol
Eden Conveyancing
We provide digital conveyancing services that make buying or selling a home easy and enjoyable.
2 - 10
Description
•Do you want to work for an innovative company that is changing the conveyancing industry? •Support a team of advisors to convert prospect clients and drive sales •Play a critical role in supporting a team of two Customer Service Advisors •Act as a strategic and supportive partner for clients at every stage of the quote and instruction process •Create personalised phone and email scripts for different client segments •Design and optimise contact flows to increase conversion •Monitor calls to improve quality, minimise errors and track team performance •Oversee the onboarding and relationship management of referral partners •Handle and resolve complex enquiries •Manage, coach and mentor a team of two Customer Service Advisors •Evaluate performance using key metrics to identify improvements and training needs •Use client feedback to enhance client service procedures, policies and standards •Deliver individual and team KPIs that provide excellent client service and satisfaction •Recruit and retain new team members to support company growth •Be responsible for self-development and to participate in the personal development process
Requirements
•Proven client facing experience, ideally from a startup or high growth environment •Proven experience of managing successful customer service teams •Experience designing and optimising contact flows •Experience of objection handling and creating messaging for different client segments •Warm and personable communication and interpersonal skills •Strong analytical skills and an affinity for data driven decision making •Comfortable working in a target-driven environment •Experience working in B2C and B2B environments •Strong affinity for digital technology
Benefits
•Performance related bonus •Company pension scheme •28 days annual leave (plus bank holidays on top) •Option to buy and sell a further 5 days of leave •Private health insurance •Group life assurance •Wellbeing fund that contributes £25 per month towards an activity that promotes your mental or physical wellbeing •Significant investment in your learning and development •Milestone celebrations: birthdays, life events, service •Pastoral 1 to 1's
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