Customer Success Executive Caton, England
Job description
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Caton/Remote
What it's like to work at Landmark:
We're a friendly, dynamic and supportive team. We encourage passion, ambition and collaboration, both in our performance as a team and individually. New ideas are encouraged. We actively promote involvement in the development and direction of our products and services, as well as finding more efficient ways to work. We also love a good work social and team building events. As well as this we offer:
- Competitive salary
- 25 days' holiday, with optional 5 days unpaid leave per year
- Free parking
- Annual lifestyle allowance of £300 to put towards an activity of your choice
- Cycle to Work scheme and Gym Flex scheme
- Internal coaching/mentoring system throughout your time here
- Focus on training and career progression
- Family friendly policies
- Happy to talk about flexible working
The Opportunity
This role sits within our Estate Agency division of Landmark, where our team are dedicated to serving thousands of estate and letting agency clients. Our goal is to enable our clients to process property transactions with greater certainty and less risk by using our services.
As a Customer Success Executive, you will be responsible for an allocated group of customers, being their first point of contact and ensuring they remain engaged with Landmark and enjoy the maximum benefits of our service. You will take full ownership of queries and problems, providing concise and prompt responses to the client and supporting client acquisition by identifying and creating cross-selling, up-selling and lead referral opportunities during client contact.
The role will involve, but will not be limited to:
- To receive incoming client calls and handle all calls in a proficient manner and ensure continued comprehension.
- To play a key role in the customer onboarding process; delivering the necessary training and support to maximise the customer's usage and positive experience.
- Write and revise customer success plans to measure the success of each individual customer on an ongoing basis.
- To keep regular contact with allocated clients – at least on a 6 monthly basis to ensure clients are satisfied with products and services provided.
- Regularly monitor client volumes to enable the company to quickly identify clients who have ceased or significantly reduced instruction levels. To learn and understand the reasons for change and create action plans to protect our business, with management support where required.
- To carry out promotional exercises and additional product penetration exercises as may be required from time to time, recording results and providing feedback to management in the required format.
About You
You will have previous frontline customer service experience with a genuine commitment to quality customer service and customer satisfaction.
You will also have/be:
- Excellent oral and written communication skills
- Professional telephone manner
- Ability to maintain a calm, professional approach when dealing with difficult customers
- Able to meet targets and deadlines to the agreed quality and timeframes
- Takes pride and ownership in their work and responsibilities
- Good scheduling skills, with the ability to organise, prioritise, plan and follow-through on multiple concurrent tasks
- Knowledge of basic Windows tools (especially MS Office) and Internet technologies – specifically email clients, web browsers and web-based search engines
About Us
Landmark Information Group holds a wide portfolio of market leading PropTech businesses that span an incredible range of markets and technology platforms across the sector. With well-known application suites, online services and massive national scale property data as well as premier geospatial datasets we are at the forefront of innovation and thought leadership in the industry.
We deliver award-winning solutions to estate agency, conveyancing, surveying, lender valuations, land asset management, environmental consultancy, and Government markets. This is a chance to join the business as we make major steps forward in leveraging the latest cloud and large-scale technologies to start bringing together the entire market to a unified platform.
We are proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
