Customer Service Advisor
Kings Hill/Hybrid
What it's like to work at SearchFlow:
If you want to be part of a dynamic, ever-growing company, SearchFlow ticks all the boxes. We encourage passion, ambition, and collaboration, both in our performance as a team and individually. We are proud to have been recognised for the fourth year running as Search Provider of the Year at the Modern Law Awards alongside being a leader in conveyancing products and services and constantly expanding into new sectors, creating fantastic opportunities for positive, team-orientated, and self-motivated people.
As well as this we offer:
- 25 days' holiday, with optional 5 days unpaid leave per year.
- Flexible working with an expectation of a minimum of two working days in the office per week.
- Yearly salary and potential bonus.
- Supportive environment that actively encourages development and growth.
- Private health insurance.
- Lifestyle allowance paid up to £300 per annum for wellbeing activities.
- Free mortgage advice and conveyancing searches.
- Health and Wellbeing services (EAP).
The Opportunity
As the Customer Service Advisor, you will be an instrumental member of an award-winning Customer Service department that prides itself on delivering outstanding service in an ever-changing industry. You will be responsible for ensuring that you are supporting our customers' queries proactively and professionally within our agreed Service Levels.
You will be required to multi-task, handling inbound calls whilst delivering a high standard of administration. In addition, keeping all customer interactions, processes, and procedures up to date in line with out business requirements with a strong focus being places on proactively problem solving, using advanced communication, and listening skills to fully understand our customers and suppliers needs to provide a timely resolution.
The role will involve:
- Being an ambassador for SearchFlow working to always deliver the best-in-class Customer Services to our customer base via telephone, email, and other alternative communication methods.
- Maintaining a positive and professional attitude towards colleagues, customers, and suppliers.
- Life cycle support of customer queries or individuals for resolution, whilst monitoring progress and keeping customers informed of order progress.
- Accurate recording of all queries and requests with the appropriate information, prioritisation, and classification, and updating of query and resolution data.
- Collaborating and liaising with suppliers and internal teams, in particular escalation team support, to ensure that customer queries and requests are handled professionally and in a timely manner.
- Sharing knowledge and information and contributing to the teams/department's overall performance and capabilities.
- Meeting and achieving business Service Excellence and productivity targets.
About you
To be successful as the Customer Service Advisor you will have experience in a customer service environment and have a genuine passion and commitment to quality customer service and customer satisfaction.
You will also have/be:
- Ability to demonstrate professionalism when resolving issues with troubleshooting.
- Efficient data entry skills.
- Ability to demonstrate excellent customer service and telephone skills.
- Ability to work flexibly and under pressure in a fast-paced environment to meet deadlines and targets.
- Ability to understand and work to agreed KPIs and other performance targets.
About Us
Part of a £1.2 billion company, SearchFlow is the biggest conveyancing search provider in England and Wales. Over 2,500 legal clients trust us to run more than 1 million searches for them every year. We have completed 5,000,000 instructions and 26,000,000 searches so we've touched 1 in 4 property transactions.
We are part of the DMGT, who are committed to investing in our portfolio of services. Because we have such a large, supportive company behind us, we can invest in nationwide, reliable datasets, enhanced mapping tools and an ordering platform that has been designed for ease of use and efficiency.
If you want to be part of a dynamic, fast-growing company, SearchFlow ticks all the boxes. We are the market leader in conveyancing products and services and constantly expanding into new sectors, creating fantastic opportunities for positive, team-orientated and self-motivated people.
We are proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
