Customer Service Representative

Chrysalis Recruitment Solutions
13 Apr 2018
20 Apr 2018
Contract Type
Full Time
An exciting opportunity to join an expanding company due to continued growth. Our client is looking for a number of Referencing Customer Service Representatives to join their rapidly growing team on the outskirts of Chester. The Customer Service Representative will play a key part of the referencing process. As Customer Service Representative, you will have exceptional telephone and customer service skills, a positive attitude, excellent attention to detail and will be used to working in a fast-paced environment. This is an exciting opportunity for candidates looking to progress in their career.


This is a key role within the Company focussed on building strong relationships with Letting agents assisting with queries, offering technical advice and grading references. This role requires you to proactively outbound calling to obtain missing information to complete references, with responsibility for ensuring that tenant references are gained as swiftly as possible and all details are accurately recorded. This fast-paced role will utilise your skills in telephone and email communications along with your keen attention to detail and ability to stay calm under pressure. The ability to engage in intelligent referencing and clearly explain criteria to customers is key.

Key Responsibilities:

Processing of referencing applications within a 48-hour service standard where ever possible
Contacting Employers, Landlords, Tenant Guarantors and Professional Bodies in order to obtain supporting evidence/information via telephone and email
To exhaust every avenue available in order to chase the reference as thoroughly as possible
To ensure that detailed notes are provided on vision relating to every chase made
Completing allocated tasks in connection with applications
Supporting the wider team in terms of gathering information, recordings and audits
Taking inbound calls from letting agents who wish to be updated on references
for final gradings and intelligent referencing options
Offering technical advice and guidance to letting agents on particular non-standard cases
Proactive outbound calling focussing on customer relationship management
Upselling the proposition e.g. the benefits of rent guarantee and insurance
To manage and pacify customer grumbles to ensure they meet a satisfactory conclusion where ever possible. Record and escalate formal complaints in line with the company complaints procedure
To develop a high awareness of our market, products and competitors
To develop a strong professional working relationship with agents, understanding how their individual businesses operate and their bespoke requirements
To be accountable for your workload and actively manage your time and resources to optimise your account handling capability and completion of reference gradings and daily tasks within the required service standards
To support your team in delivering the targets by demonstrating a positive "will do attitude" and supporting other colleagues as and when required and covering for colleagues during periods of absence
Provide constructive feedback to your line manager when necessary, identifying improvements, sharing ideas and making suggestions to enhance the customer experience
To train, coach and support new team members under the team leaders’ guidance; sharing your knowledge and best practice
To work as part of a team encouraging and motivating each other
Identify and report system issues when they arise
To attend staff training & meetings as required
To maintain a professional standard of appearance
Work towards industry qualifications within a predetermined timescale
Carry out any other tasks that may be required of you from your line manager

Essential Skills:

Must be proficient in Microsoft office and internet
Excellent persuasion and influencing skills
Excellent telephone manner with the ability to build relationships
An 'outside’ of the box thinker
Outstanding attention to detail
Ability to stay calm under pressure
Methodical and organised
Ability to multitask, using telephone whilst inputting information
A great team player
A desire to show initiative
Flexible during busy periods

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