Customer Experience Agent

AnaVation LLC; Thame; Hybrid; GBP 23,000 - GBP 25,000; Full time

Job summary

A leading tech provider in the property sector is seeking a Customer Experience Specialist to join their team in Thame. This role involves managing customer queries, providing updates on conveyancing cases, and ensuring exceptional service delivery. Candidates should possess strong communication skills, resilience, and a proactive approach to customer service.

Qualifications

• Experience in resolving complaints and improving customer satisfaction viewed advantageously.
• Excellent written and verbal communication skills.
• Ability to multi-task and demonstrate assertiveness.

Responsibilities

• Managing incoming queries about products and services.
• Providing status updates on conveyancing cases.
• Performing root cause analysis on complaints.

Skills

Customer facing skills

Communication skills

Proactive mentality

IT literacy

Ability to prioritise

Resilience

Education

GCSEs in Maths and English (Grade C or above)

Tools

Microsoft Office

Job description

Hi, we’re Smoove, part of the PEXA Group.

Our vision is to simplify and revolutionise the home moving and ownership experience for everyone. We are on a mission to deliver products and services that remove the pain, frustration, uncertainty, frictionand stress that the current process creates.

We are a leading provider of tech in the property sector - founded in 2003, our product focus has been our conveyancer two-sided marketplace, connecting consumers with a range of quality conveyancers to choose from at competitive prices via our easy-to-use tech platform. We are now building out our ecosystem so consumers can benefit from our services either via their Estate Agent or their Mortgage Broker,throughsmarter conveyancing platforms, making the home buying or selling process easier, quicker, safer and more transparent

Why join Smoove?

Great question! We pride ourselves on attracting, developing and retaining a diverse range of people in an equally diverse range of roles and specialisms – who together achieve outstanding results. Our transparent approach and open-door policy make Smoove a great place to work and as our business expands, we are looking for ambitious, talented people to join us.

As a Customer Experience Specialist, you will join our fantastic, friendly team and be providing status updates to customers on the progress of their conveyancing cases, supporting our broker and solicitor partners and liaising with internal departments to ensure an exceptional service is delivered. This role would suit a self-motivated, disciplined individual who can reliably work unsupervised to deadlines. You should cope well under pressure and with attention to detail, whilst demonstrating a high level of communication skills, professionalism, and empathy to achieve positive customer outcomes.

Location: Hybrid working. Expectation to be in Head Office based in Thame, Oxfordshire a couple of times a week

Hours: Flexible, 37.5 hours a week

Main responsibilities:

• Managing incoming queries about our Products and Services offered via our technology platforms
• Assisting in the triage and handling of complaints
• Providing status updates to customers on the progress of their conveyancing cases, supporting our broker and solicitor partners and liaising with internal departments to ensure an exceptional service is delivered
• Dealing with enquiries and complaints received by phone, email or through our online portal messaging system
• Checking and responding to emails in a timely and efficient manner
• Assisting with administrative tasks
• Performing root cause analysis on complaints received, allowing you to suggest and design improvements to the customer journey

Skills / Experience required:

• Experience in resolving complaints and improving customer satisfaction will be viewed advantageously
• Excellent customer facing skills – telephone and email manner
• Proactive and intuitive mentality
• Tenacious with an appetite to complete tasks
• IT literate with a good knowledge of Microsoft Office products
• GCSEs in Maths and English with a Grade C or above
• Willingness to learn new systems, services, products and processes
• Excellent written and verbal communication skills
• Ability to prioritise and multi-task
• Ability to demonstrate assertiveness and resilience when required

£23,000 - £25,000 a year

Sound like you?

We at Smoove are ready so if this role sounds like you, apply today.

GDPR Compliance

Digital Completion UK Limited (trading name “PEXA”), Optima Legal Services Limited (trading name "Optima Legal") and Smoove Limited(a holding company which comprises of the following wholly owned trading Subsidiary companies: United Legal Services Limited, United Home Services Limited, Legal-Eye Limited, and Amity Law Limited) are all owned directly by DigCom UK Holdings Limited, which is a wholly owned Subsidiary of PEXA Group Limited in Australia (ACN 140 677 792; ASX: PXA) (referred tocollectively as“PEXA Group”).

When we processyour applicant personal data for recruitment purposes, we do so as a controller. If as part of the recruitment process, we share your personal data with anothercompany within thePEXA Group, that company may process your personal data as either an independent controller or, in certain circumstances, a joint controller. By applying for this role, you consent to us processing your personal data in accordance with the UK General Data Protection Regulation ("UK GDPR") and the Data Protection Act 2018, and further information can be found in our privacy noticehttps://pexa.co.uk/applicant-policy/.