Customer Service Advisor - FTC 12 Months
West Malling - Kent
About the business
The National Land Information Service (NLIS) provides a single point of electronic access to a variety of sources of land and property information, including every local authority in England and Wales, Land Registry, water companies and other organisations that provide official sources of data. Our purpose is to make property transactions as smooth and efficient as possible for the home buyer!
We are proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Our benefits
- 25 days' holiday, with optional 5 days unpaid leave per year
- Flexible working (3 days in the office/2 at home).
- Yearly salary reviews.
- Pension Scheme: Matched up to 6% for the first 3 years, and up to 10% thereafter
- Clear progression through a Tier structure.
- 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).
- Reward and recognition for outstanding work.
- Free fruit, breakfast cereals, biscuits, tea, and coffee.
- Free parking
The Opportunity
As an NLIS Customer Service Specialist you will manage customer queries via telephone and email, from the initial enquiry through to completion of the issue, with a strong focus on problem solving, first call resolution and attention to detail, all whilst ensuring that superior customer service is maintained. You'll be part of a small team that is jointly responsible for all tasks and will have the autonomy to collectively manage your own work, whilst ensuring our contractual KPI's are adhered to.
- Provide accurate helpdesk style support and advice via telephone and email correspondence to our customer base.
- Manage issues from initial enquiry to completion.
- Provide accurate, valid, and complete resolutions by using the right tools/methods.
- Via Telephone and email, liaise with relevant data providers for all search queries to ensure the smooth running of the search ordering process for our channels and their customers.
- Ensure customer queries are dealt with and actioned in accordance with our KPI's.
- Have a basic understanding of NLIS, the channels, suppliers, and their products.
- Provide an excellent customer service experience.
- Complete admin-based tasks on our portal and work with spreadsheets.
- Meet quality and productivity targets.
- Opportunity to progress through a Tier structure.
- Understand our company values, our Hub charter and actively work towards them.
The role offers flexible working between office and home, working rotating 7.5hrs shifts between 7.30am and 5pm. The role does not include weekend work, purely Monday to Friday.
About you
As an NLIS Customer Service Specialist, you will be highly motivated and proactive in your approach to tasks, with excellent communication and customer service skills. You will also be a strong team player but can also work well on your own, with excellent attention to detail and a high use of initiative. You will also have/be:
- Ability to work well under pressure and multi-task when required.
- Able to communicate effectively with customers by telephone and email.
- Able to work against performance targets surrounding quality and productivity.
- Ability to be extremely organised and have excellent attention to detail.
- Able to work flexibly, as a team as well as on your own to meet deadlines and targets.
- Ability to learn quickly and work within clearly defined processes but use own initiative when needed.
- Strong problem-solving skills with the desire to provide superior service.
- Computer experience including Teams, Word, Excel and Outlook.
This role would suit candidates who are looking for their "forever job" where they can grow as an individual and have their efforts and commitment rewarded. This department has a tiered structure that enables you to develop and progress to more senior levels with additional responsibility and pay within your team without having to wait for more senior opportunities to become available!
About our team
We're a small friendly, dynamic, and supportive team. We encourage passion, ambition, and collaboration, both in our performance as a team and individually. New ideas are encouraged. We actively promote involvement in the development and direction of our products and services, as well as finding more efficient ways to work.