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Kickstart - Estate Agency Customer Service Agent

Job details
Posting date: 21 October 2021
Hours: Full time
Closing date: 31 December 2021
Location: Brynmawr Ebbw Vale, NP234AQ
Company: DWP Kickstart Scheme
Job type: Temporary
Job reference: V0000225590

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Summary


To apply for this job, you must be claiming Universal Credit and 16 to 24 years old.

EMPLOYER
Spicerhaart

JOB SUMMARY
Spicerhaart is the biggest, independently-owned property services group in the UK. We provide services to thousands of customers every year through award-winning marketing and cutting edge technology, helping them buy, sell, let or rent property.
The purpose of the Customer Service Agent is to develop the communication skills to be able to maintain meaningful relationships with our Customers, offering support by providing helpful information and answering questions. The Customer Service Agents will help ensure that our customers are satisfied with our services.
The majority of the work carried out by the Customer Service Agent will be conducted over the telephone and to give them the best possible skill set they will learn to undertake the following tasks:
Grow their skills to effectively answer/make calls to existing and future customers.
Develop rapport building skills that will enhance relationships with our customers by listening to customer needs.
Become confident in using a CRM by registering client details on our database.
Learn the value of delivering a staying-in-touch contact strategy with our customers.
Build personal skills to attain a competence capable of booking and conducting property appointments.
Enhance their listening skills through coaching and mentoring to provide feedback from our customers.
Understand how to consistently deliver a high level of customer service standards.
Learn and develop the skills to be able to canvass the local area to include:
Contacting home owners.
Calling our previous client database.
Understand the value of Social Media in the modern world and apply those learnings to support and market themselves as knowledgeable, confident and professional within the social media strategy of the company.
Successful development in these areas will be the measure of success for the Kickstarter.
The Kickstarter will have a chance to further their career beyond the Kickstart programme with potential entry to a permanent placement or Apprenticeship programmes.

We will provide the Kickstarter with opportunities to gain experience, confidence and knowledge to help them progress to excellence.

They will be given the opportunity to develop essential transferable skills. This will enhance their ability to interact with customers at a high level and to support future roles.

The Kickstarter will join a carefully crafted programme which will include a blended on-boarding and learning programme delivered by our industry-leading trainers and coaches and our Learning Management System (LMS).

SKILLS NEEDED
Good communicator, friendly and out-going.
Candidate must already have or take steps to obtain a full driving licence within the 6 months placement.

WORKING HOURS
Monday - Friday, some Saturday working. To be discussed

HOURLY RATE
National Minimum Wage

ADDITIONAL EMPLOYABILITY SUPPORT
The Programme - Learning & Development
Selected candidates will join a carefully crafted programme starting with a blended on-boarding and learning programme delivered by our industry-leading trainers and coaches and our Learning Management System.
CV & Interviewing. Our content is created by our expert recruitment team. This aspect delivers top tips on how to write a CV.
Communication Skills. Our comprehensive programme includes webinar and module training.
Time Management. In order for our candidates to be successful (both in this role and others) they must have the ability to manage time. As a company we believe in a healthy work/life balance. Our time management training not only helps our candidates understand the importance of time keeping, but teaches them to structure their working (and personal) lives in a way that helps them achieve their maximum potential without burning out.
Extensive Customer Service training with content from industry leading experts. This programme explains how to focus on the customer and deliver first class service and the principles of reviews and reputation.
Compliance and Legalisation. Within Estate Agency, Lettings and general business there are compliance and legislation matters that dictate the way in which we operate. Our candidates will become fluent in the general legislation that surrounds our working environment; some of these areas are GDPR, Health and Safety in the Workplace and Fire Safety. They will also receive ongoing comprehensive training on Anti-Money Laundering and Terrorist Financing.
Brand You. In the modern world there is nothing more important than Brand You. Our fully blended training will teach our candidates to become visible across all forms of Social Media.
The Programme - Support
Each individual will have:
A dedicated and trained line manager who will support and monitor the progress of each individual by giving continuous feedback on activity and performance within the role.

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