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Role Profile - Senior Customer Consultant
Role Purpose
Responsibility for the day-to-day operations and running of the agency in line with customer, Milecross and YBS requirements.
Plus, deliver an exceptional customer experience to all customers and contribute to the growth of the business by retaining existing balances, attracting new money and leveraging customer relationships to generate leads.
Key Accountabilities and Responsibilities
- From an operational perspective, you’ll ensure the office works to high quality, risk, safety and security standards.
- You’ll also optimise resources to match customer demand and make the best use of your teams’ time, delivering cost efficiencies wherever possible.
- Develop and maintain a culture of continuous improvement.
- Report and monitor commercial performance.
- You’ll be the point of contact for all property related queries and maintenance visits to the office
- Develop and maintain thorough knowledge of YBS products and high level awareness of Milecross client proposition plus delivery of exceptional customer experience.
- Maintain your competence as a Customer Consultant under the YBS Training and Competency framework by owning own development
- Involvement within FS side of the business as required.
Competencies
- Passionate about service and providing a great experience
- Attention to detail
- Strong organisational and communication skills
- Problem solving
- Team-working and motivation.
- Ability to drive improvements and challenge existing processes.
- Decision making
Skills, Knowledge and Experience
Commercial
- Awareness of how own role contributes to the wider business
- Ability to work within policies and processes and make decisions, as appropriate
- Understanding of efficiency and cost issues
- Understanding of the policies, processes and operational requirements relevant to role
Interpersonal
- Ability to drive own personal development and support the development of others
- Communication, engagement and influencing skills
- Ability to maintain key relationships and developing productive working relationships
- Ability to understand and effectively carry out instructions
What we offer
- £24,000 - £26,000 dependant on experience
- Monday - Friday 9am - 4.30pm plus every other Saturday 9-12
- Private Medical Insurance scheme
- Group Life scheme (Death in service x 4)
- Annual leave is 22 days and 8 Bank holidays
- Company pension scheme
