POSITION | Customer Experience Agent
REPORTING TO | Customer Experience Team Leader
HOURS OF WORK | Monday to Friday 37.5hrs
QUALIFICATION LEVEL | GCSE Grades (A to C) and Level 2 Course/Exam in Leasehold Management
Company Profile
The Vegner Group is a property service group established in 1991. With over 30 years' experience the business specialises in the management of blocks of flats and offers other related services such as insurance broking, lettings management, surveying, company secretarial and the provision of concierge staff. The group has revenues of approximately £46m and has over 500 employees, 100 of which are based at clients' buildings. We also administer the employment (payroll and HR support) for a further 150-200 staff employed directly by our clients.
Headquartered in Richmond the group operates from 18 locations across England. The highest concentration of staff is in the Southeast of England.
Job Purpose
To offer the highest standards of service to external customers (tenants) as well as internal customers (employees of Vegner Group) when it comes to formal Complaints and providing outcomes of these complaints for training purposes.
As a 2nd Line Support Customer Experience Advisor, you will act as the bridge between frontline (1st Line) support and specialist teams (3rd Line). Your primary responsibility is to handle escalated customer queries and technical issues, ensuring prompt and accurate resolutions while delivering an excellent customer experience. By leveraging advanced troubleshooting skills and product knowledge, you will play a critical role in enhancing customer satisfaction and supporting the success of the customer experience team.
Primary Responsibilities
- Manage escalated customer queries and issues from 1st Line Support.
- Diagnose and resolve complex issues, providing step-by-step solutions where appropriate.
- Escalate unresolved issues to 3rd Line Support or relevant teams, ensuring a seamless handover.
- Communicate with customers in a professional and empathetic manner, keeping them informed throughout the resolution process.
- Ensure all interactions are aligned with the company's values and customer service standards.
- Gain in-depth knowledge of the company's products, services, and systems.
- Stay updated on new tools, software, and processes to provide effective support.
- Work closely with 1st Line Support to understand customer issues and provide guidance for future cases.
- Accurately log, track, and customer complaints in the support system.
- Document solutions and contribute to knowledge base articles to assist other team members and improve overall efficiency.
- Provide technical support and training to 1st Line Advisors to improve their knowledge and problem-solving skills.
- Share best practices and insights to help enhance the performance of the customer experience team.
- Identify recurring issues and suggest process or system improvements to minimize future problems.
- Collaborate on projects aimed at enhancing the customer support experience.
Person Specification
- Excellent interpersonal skills
- Determined, patient, firm and diplomatic demeanour
- Ability to prioritise workload and work under pressure
- Problem Solving
- Outstanding written and oral communication skills
- Strong co-ordination and time management skills
- Report-writing skills
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