At a Glance
- Tasks: Manage customer relationships and ensure top-notch support for our Premium clients.
- Company: Join Reapit, a leading tech provider for estate agencies with over 25 years of experience.
- Benefits: Enjoy flexible working, competitive salary, 20 days leave plus your birthday off, and ongoing training.
- Other info: Be part of an inclusive team that values new ideas and personal growth.
- Why this job: Make a real impact in customer support while growing your career in a dynamic environment.
- Qualifications: Customer service experience and strong communication skills are essential; tech knowledge is a plus.
The predicted salary is between 33075 - 40425 £ per year.
Reapit is the original end-to-end business technology provider for estate agencies of all sizes. We’ve been helping sales and lettings agents build relationships and grow their businesses for more than 25 years. Our technology empowers property professionals across Europe, the Middle East, Australia, and New Zealand to work with buyers, sellers, tenants, and landlords to deliver a dream home experience. Worldwide, over 78,000 agents across more than 15,000 branches use Reapit to run their businesses, manage properties, collect rent, engage clients, and provide outstanding customer service every time.
What you’ll be doing
- Support the Technical Support resources.
- Work with the functional leads and Premium Support Manager to guide the team, ensuring they deliver excellent service and meet performance targets.
- Monitor and manage the Premium Support queues, ensuring SLA adherence.
- Ensure that the Knowledge Base is maintained to ensure procedure adherence and that sufficient controls are in place.
- Support the service by working tickets as required.
- Manage customer communication channels – portal, phone, and Teams, responding to contact in a timely manner and taking ownership of any issues.
- Build and maintain strong relationships with Premium Support customers, understanding their unique needs, and addressing their concerns effectively.
- Work closely with other departments to ensure seamless communication and alignment in providing Premium Support services.
- Collaborate both within the UKI Customer Support department and cross functionally as required.
- Resolve escalated customer issues promptly and tactfully, ensuring customer satisfaction and retention.
- Conduct regular ticket and call quality checks for Premium Support customer tickets, feeding back any issues, training needs and successes as appropriate.
- Analyse support metrics and prepare regular reports on performance, trends, and customer feedback.
- Schedule and chair regular customer meetings to discuss the performance, trends, and feedback.
- Promote a Continuous Improvement mindset, looking for ways to improve processes, customer journey/experience/CSAT etc, and implement solutions to enhance efficiency and customer experience.
- Gather and analyse feedback from Premium Support customers to identify trends and implement improvements.
- Regularly review ticket data to spot trends/issues and elevate/remediate items as appropriate.
- Review and remediate CSAT feedback.
- Provide ongoing training and coaching to the Premium Support team to enhance their skills and knowledge.
- Stay updated with industry trends, keeping abreast of the latest industry developments and best practices in premium customer support.
- Remain up to date with Reapit products, technically skilled to handle tickets as required and coach team members to required competency levels.
- Inform the team of all new information related to products, procedures, and trends.
- Support the Major Incident Management process – flagging and managing any MIs in line with the Major Incident Management process.
Who we're looking for
- Delivering against targets.
- Reporting and data analysis.
- Customer Service experience.
- CI mindset.
- Ability to use own initiative, make decisions, be proactive.
- Excellent communication skills – able to communicate with numerous customer types and management layers, both written and verbal.
- Knowledge of the Reapit product suite (desirable).
What your impact and success looks like
- Within 1 month: Complete onboarding and core product, process and service training, demonstrating a clear understanding of the Premium Support proposition, customer commitments, escalation routes and major incident process. Build effective working relationships with Premium Support customers, the support team and key internal stakeholders, and establish regular communication and meeting routines. Begin monitoring support queues, SLAs, customer contacts and escalations with appropriate guidance, taking ownership of agreed actions and identifying any immediate risks.
- Within 3 months: Independently manage day-to-day Premium Support customer relationships, communication channels, service meetings and escalations, ensuring actions are followed through in a timely manner. Use support metrics, quality checks and customer feedback to report on performance, identify trends and risks, and agree clear corrective actions with the team and relevant stakeholders. Demonstrate measurable progress towards the six-month success criteria by improving queue health, SLA and XLA performance, response and resolution times, and customer satisfaction.
- Within 6 months: Consistently deliver against the following service performance measures: Consistently maintain open ticket volumes within the agreed business-as-usual threshold. Achieve agreed average response-time targets. Achieve agreed average resolution-time targets. Maintain an average customer satisfaction score of at least 4.85 out of 5. Achieve a minimum of 97% compliance against agreed SLAs and XLAs. Build trusted relationships with Premium Support customers, demonstrated through effective service reviews, clear ownership of actions and positive customer feedback. Identify and implement at least one measurable service or process improvement informed by ticket trends, quality checks or customer feedback. Establish a consistent approach to quality assurance, knowledge sharing and coaching, ensuring the team follows agreed procedures and maintains up-to-date product knowledge. Confidently coordinate customer communication and support activity during escalations and major incidents, in line with agreed processes.
What’s in it for you?
We operate a Flexible Working Policy and we would like for you to work from our Leeds, London, or Solihull office locations 2 -3 days per week. We’re offering the chance to really make a difference here at Reapit and the opportunity for personal growth is very real. You’ll feel part of a special team. You can expect a highly competitive salary and some great benefits, including:
- 20 days annual leave plus a day for your birthday.
- Business permitting, we’re closed over Christmas, to give you time back to your friends and family.
- Formal and in-house training for your L&D plus access to Go1 – the world’s largest online learning library.
- Regular local and companywide social events including Tucker Thursday - mouth-watering cuisine delivered straight to the office doors once a month!
We care about our industry and want it to become a more inclusive and diverse place to work. So, we’re driven by hiring not only by experience and relevance for the role but by sharing our values and the right attitudes and behaviours for success. We are committed to Equal Employment Opportunity through attracting and retaining a complementary team of employees and building an inclusive environment for all. We feel we have an empowering environment where everyone is supported and respected, and we want you to feel this too. We welcome new ideas, thinking and approaches, whilst listening to all our employees.
Premium Support Relationship Manager employer: Reapit
Reapit is an exceptional employer that fosters a dynamic and collaborative work culture in the heart of London. With a strong emphasis on employee growth, we offer formal training opportunities and a flexible working policy, ensuring a healthy work-life balance. Our commitment to employee well-being is reflected in our generous benefits package, including 22 days of annual leave plus your birthday off, alongside engaging social events that make for a rewarding workplace experience.
StudySmarter Expert Advice🤫
We think this is how you could land Premium Support Relationship Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Reapit. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Reapit before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Premium Support Relationship Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Reapit:Your cover letter is your chance to shine! Tell us why you want to work at Reapit specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Reapit!
How to prepare for a job interview at Reapit
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
