Customer Journey Team Support

Customer Journey Team Support
Based in North London
Hybrid role
£20.82 per hour umbrella

Key Accountabilities

• First point of contact for all customer enquiries by telephone and email for customer wanting to start a resale or staircasing process.
• Management of team mailboxes ensuring all emails, including instructions for resales or staircasing are managed within SLA
• Ensuring telephone calls from internal and external stakeholders are actively responded to and managed within SLA
• Ensure customer folders and sales trackers are populated and updated to the highest level of accuracy.
• Completing regulatory reporting requirements on transaction completion (CORE)
• Assist team where required, i.e. with document creation, seeking updates/ progress on cases from stakeholders, circulating completion documents and updating tracker obtaining relevant documents from internal / external teams to support a resales instruction e.g. - leases, valuations, EWS1 certs
• Highlight any inaccuracy on received documentation
• Support the delivery of evolving resale and staircasing strategies through the use of technology
• Ensure positive relationships with internal and external colleagues to support resales and staircasing matters.
• Actively feeding back areas of improvements in process to team seniors and supporting team seniors to deliver process improvements