Customer Experience (CX) Specialist

We founded iamproperty to do the things no one else was doing, but we’ve grown because we have the best people. It is our team who drive our success and help make our culture unique, creative, and filled with personality.

With over half our staff working remotely, location is not an issue either. Hiring people from all over the country has enabled us to broaden our reach, further adding to our diverse mix of teammates.

We currently have over 700 talented members of staff who share one vision, working together to transform the property industry and helping our Partner Agents succeed!

From CRM and auction to compliance, onboarding and conveyancing, our solutions work behind the scenes to give agents choice and control. We’re already working with over 6,000 UK Estate Agency branches to accelerate their success today, with a market leading ecosystem of solutions that ensures they have everything they need to manage their business, team and clients.

What can we offer you?

We’re proud to offer a benefits package that supports our team in work and life. From enhanced flexibility and working from anywhere to your birthday off, an annual wellbeing allowance and our own discounts portal.

• Private Counselling with a weekly confidential helpline available
• Simplyhealth private healthcare plan
• £150 Wellbeing Allowance per year
• Working elsewhere policy (4 weeks per year)
• Hybrid working
• Buy and sell annual leave scheme (upto 3 days per year)

What will you be doing as a Customer Experience (CX) Specialist -

• Support the delivery of CSAT (Customer Satisfaction Scoring) and NPS (Net Promoter) scoring with consumers at key milestones in the Auction journey.
• Role model what service excellence looks like on a daily basis, with telephone conversations that demonstrate your passion for CX and positive customer outcomes.
• Work proactively to identify customer challenges and potential risks, tailoring survey question sets to generate new information that guides areas such as Customer Success.
• Manage our customer insight software, cleansing data and sending out surveys, responding to negative feedback, resolving where possible or delegating to correct channels for resolution within agreed SLA’s.
• Track and report on additional CX metrics where required, such as Trustpilot and Google review scores.
• Communicate customer issues, concerns and recommendations by generating reports to provide vital management information as and when needed.
• Support on activities being conducted by the wider CX team (CX Champions), such as delivery of key business results, campaign rollouts and educational support to operational teams.
• Work collaboratively with cross-functional teams to understand business needs and develop appropriate solutions that support improvement in customer sentiment.

What are we looking for?

• Good understanding of iamproperty products and services
• Sound knowledge of TPO requirements, CPRs and iamsold Best Practice Guide
• Understanding of our customer needs and challenges
• Empathy, strong communication, and a bias for action
• A curious mindset and love for continuous improvements

Next steps

We would love to hear from you if you are interested in this opportunity! Once you have clicked apply and submitted your application, if successful, a member of the Recruitment team will be in touch to chat more!

We encourage people of all backgrounds, identities and abilities to apply. We are committed to creating an accessible and inclusive experience for all candidates —if you need any reasonable adjustments to support your application or interview process, just let us know how we can help!

Thank you for the initial interest in joining iamproperty and we wish you luck moving forward in your application process!

Originally posted on Himalayas