• Customer Service Advisor (T2)

    Job Locations UK-Berkshire-Reading
    Job ID
    2018-1397
    # of Openings
    1
    Operating Business
    Landmark Information
    Category
    LMK - Customer Services/Support
    Position Type
    Full-Time
    Contract Type
    Permanent
  • About Us

    Landmark new

     

    Landmark Information Group is a portfolio of leading property-related data and technology businesses at the forefront of innovation and thought leadership.  We provide our products and solutions to a wide range of property professionals including surveyors, solicitors, architects, environmental consultants, and estate agents.  Our customers are always the centre of our focus therefore it is paramount that the service we provide is consistently exceptional.

     

    We hire ambitious and passionate talent into our business and are proud of the steps we take to maximise potential in our employees, nurturing and supporting their professional and personal development.  We all know money makes the world go around, but at Landmark we understand that financial rewards also mean more than cash.  We believe that in order for our employees to flourish, it’s important to strike a healthy work/life balance.  We provide modern, open-plan, light working environments, 25 days holiday with the opportunity to purchase up to 5 days additional leave, enhanced maternity, paternity, shared parental and adoption leave, £300 Lifestyle Allowance and free beverages, fresh fruit and biscuits.

     

    The Opportunity

    The Customer Services team provides a very high standard of customer service delivery, providing support and advice to customers in order that they realise the maximum benefits from Landmark products and services. The delivery of the highest possible standard of service by our teams is essential in ensuring our client retention and future growth, and that the customer has the right products/services to meet their needs and requirements.

     

    It is essential on all customer interactions that we recognise opportunities to up sell and cross sell products and services and improve processes and procedures wherever we can to ensure we are achieving maximum efficiencies in terms of service delivery and cost. The Tier 2 Customer Services Advisor will be responsible for ensuring that referred enquiries and leads are progressed, closely monitored and where possible closed with an order placed.

     

    The role will involve:

     

    • The Tier 2 Customer Service Advisor will be responsible for completing all customer service enquiries without onward referral.
    • To be a role model to all colleagues in terms of performance, attitude and behaviour
    • Proactively manage query support to Customer Services and the wider Landmark teams, liaising closely with systems, Data Team and Developers as necessary to resolve queries, taking ownership to achieve resolution.
    • Proactively review and analyse customer spend activity in order to identify any opportunities to upsell and cross sell through effective communication with customers.
    • Set up appointments for external account managers to visit customers to maintain good client relationships and to provide an opportunity for available products and services to be introduced to the customer.
    • To provide a comprehensive and thorough level of support to the Customer Service teams (Tier 1 & 2) so that everyone is an effective Landmark ambassador at every contact point with internal and external Customers alike, with an aptitude for customer focus delivering world class customer service at all times.
    • Be an available point of contact for Tier 1 Customer Services Advisors who require a customer enquiry or request to be referred for follow-up action.
    • Outbound calling customers as directed for campaigns / customer surveys / database update and other initiatives in order to maximise customer awareness of Landmark products thus securing future sales
    • To provide the relevant training and ongoing support for the Customer Service Team to ensure that there is maximum capability to efficiently handle all contacts at their point of contact.

    About You

    We are looking for someone who is a great team player and is passionate about delivering excellent customer service.  You will also have: 

    • A good standard of education. Minimum A level standard or equivalent
    • Previous frontline customer service experience with a genuine commitment to quality customer service and customer satisfaction
    • Previous supervisory/second line/tier customer service/internal account management experience would be an advantage.
    • Excellent oral and written communication skills
    • Professional telephone manner
    • Keyboard proficiency and strong PC skills
    • Knowledge of basic Windows tools (especially MS Office) and Internet technologies – specifically email clients, web browsers and web-based search engines
    • Outstanding troubleshooting skills
    • Confident working to and exceeding agreed targets
    • Strong technical translation skills. Able to accurately answer queries about Landmark’s complex set of products in a way the customer can understand
    • Good scheduling skills, with the ability to organise, prioritise, plan and follow-through on multiple concurrent tasks

     

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