Customer Experience Executive

• Superb relationship management
• Previous experience in property sales environment
• Exceptional customer service

GKR International are delighted to be working with one of the most renowned and rapidly expanding Real Estate businesses to add to their Customer Care team.

In a newly created role, they are looking to find an individual that truly understands Customer Experience, Customer Care and the client journey.

About the Role & Team
  
As a key member of the Sales support team and reporting into the Head of,  your primary responsibility will be to ensure a seamless, positive, and customer-centric journey for our customers from the initial point of contact through to post-handover support. The role focuses on enhancing customer satisfaction, building brand loyalty, and fostering long-term relationships.

• End-to-End Journey Management: 
• Ensuring Customer Satisfaction: 
• Building Brand Loyalty: 
• Encouraging Referrals: 
• Consistent Communication: ensure customers are regularly updated on the status of their property and any relevant processes, reducing anxiety and keeping buyers informed.
• Liaising with Sales, Site, and Customer Service Teams: coordinate with various departments to address customer needs.
• Continuous Improvement: collect feedback to identify areas where the customer experience can be improved, whether it's streamlining communication, improving documentation, or adjusting the handover process.
• Implementing Changes: understanding customer feedback and industry best practices, make recommendations and work on initiatives to enhance the overall customer journey.
• Maintaining Standards: ensures that the company's service quality aligns with regulatory and company standards, including commitment to any industry-specific goals, such as environmental or sustainability initiatives.
• Driving Net Promoter Score (NPS) and Satisfaction Metrics: aim to achieve high customer satisfaction scores (e.g., NPS), as these are critical indicators of the company's reputation and service quality.
• Post-Handover Care: After the customer moves in, support ongoing customer service, coordinating with the aftercare team to address any issues, defects, or questions related to the property.

- Salary - £36,000
- Annual bonus based on company performance
- 9am-5:30pm working hours, with 4:30pm on Fridays

• Competitive compensation package.
• Group Pension Scheme and Life Insurance.
• 25 Days holiday plus bank holidays including a holiday trading scheme and long service days 
• Bupa Dental Cover
• Bupa Employee Assistance
• Virtual GP Service
• Salary sacrifice scheme for electric vehicles
• Cycle to Work
• Gym Membership corporate discounts
• Health Cash Plan
• Perkpal (shopping discounts)
• Tech Scheme
• Payroll Giving  

Send your CV to  
#LI-RL1