Customer Service Specialist in West Malling

If you want to be part of a dynamic, fast-growing company, SearchFlow ticks all the boxes. We encourage passion, ambition and collaboration, both in our performance as a team and individually. New ideas are encouraged. We are the market leader in conveyancing products and services and constantly expanding into new sectors, creating fantastic opportunities for positive, team-orientated and self-motivated people. Collaboration and sociability are at the heart of what we do, and we take pride in coming together to achieve great things.

We offer a range of benefits to support your well-being and career growth, including:

• Generous Holiday Allowance: 25 days' holiday plus bank holidays, with the option of adding up to 5 additional unpaid leave days per year
• Annual Lifestyle Allowance: £300 to spend on an activity of your choice
• Private Health Insurance: Provided by Vitality Group
• Income Protection Scheme
• Charitable Fundraising: Matched funding for your efforts
• Cycle to Work and Gym Flex Schemes
• Internal Coaching and Mentoring: Available throughout your time with us
• Training and Career Progression: A strong focus on your development
• Family-Friendly Policies
• Free Parking

Join us at SearchFlow and be part of a team that supports your ambitions and growth, both personally and professionally.

The Opportunity: As a Customer Service Specialist, you will be an integral member of an award-winning Customer Service department that demonstrates pride and passion for delivering outstanding service in an ever-changing industry. In this role you will be responsible for supporting our customers' queries proactively and professionally both verbally and through administration interactions in agreement with our Service Excellence requirements alongside our business key performance indicators. There will be a strong focus on first-time resolution and excellent customer service.

Responsibilities:

• Providing helpdesk style support and advice via email and telephone, to our customers.
• Navigating internal systems with a strong understanding of processes
• Liaising with relevant data providers for all search queries to ensure the smooth running of the search ordering process.
• Investigating and offering a timely response to customer enquiries and requirements.
• Taking ownership of queries and actions appropriately.
• Ensuring customer queries are dealt with and actioned on a regular basis in accordance with the Helpdesk KPI’s.
• To work towards providing the highest standard of service in all interactions with customers, receiving consistent Level 2 Service Excellence scores.
• Understanding all SearchFlow products, procedures and systems.

About you: You will need to be proactive and self-motivated with excellent communication skills, both verbal and written. Previous experience in a customer services environment with a passion for delivering an outstanding customer experience is highly desirable. You will also have strong attention to detail with customer service at your core. You will also be committed to progressing your own learning and development.

Qualifications:

• Ability to work well under pressure and multi-task when required.
• Ability to multi-task, handle inbound and outbound queries via all our communication channels, whilst delivering the outstanding level of administrative support our customers expect.
• Able to work against performance targets surrounding quality and productivity.
• 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.

We are proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.