Customer Advisor

Days: Monday to Friday, will include approx. 1 Saturday and 1 Sunday month (1 - 2 days off in week)
Location: Liverpool L10
Hours - 40 - Rota
07.00 - 15.30 **
07.30 - 16.00 **
08.00 - 16.30
08.30 - 17.00
09.00 - 17.30
09.30 - 18.00
10.00 - 18.30
10.30 - 19.00
11.00 - 19.30
11.30 - 20.00

** Subject to workload

Accountabilities/Responsibilities

• Managing all enquiries from multiple communication channels including phone, live chat, email, web and social media
• Converting leads into viewing appointments and bookings
• Conducting outbound calls only to follow up on all enquires
• Identifying opportunities and customer needs
• Updating all databases accurately to allow for effective analysis
• Liaise with the property teams regarding local sales activity and ensure they have all of the tools required locally to drive lead conversion
• Comply with Health and Safety working practice in accordance with the company’s policy
• To be flexible and work effectively with other colleagues

The above outlines the main duties and responsibilities of the position, however, this cannot be comprehensive and other duties may be requested from time to time

Skills

• Passionate about customer service
• Must have very strong written English skills for communication to customers
• Proven track record within a customer support role.
• Experience with web, social media and email sales campaigns
• Ability to work with minimum supervision and to tight deadlines
• Ability to work as part of a team
• Excellent organisational skills
• Negotiating skills
• Ability to deal effectively with people at all levels
• Ability to achieve goals and targets within timescales

Personal Qualities

• Must be performance driven
• Self-motivated and able to work independently with minimum guidance; confidence in taking the initiative and making decisions
• A real sense of ownership for the property
• Delivering high standards
• Commitment to equal opportunities
• Willing to be flexible and respond to changing circumstances
• Demonstrate a positive 'can do’ attitude and to become quickly established to add value to the business

Experience

• Experience of working in sales, customer service, retail, or hospitality