20 Oct
Eden Conveyancing
Bristol
Job description
Do you want to work for an innovative company that is changing the conveyancing industry? Do you enjoy supporting a team of advisors to convert prospect clients and drive sales?
Do you believe that using technology can make things more efficient and effective?
We are looking for a passionate Client Services Manager to oversee the Welcome Team. Our Welcome Team support clients and referral partners through our quote and instruction process.
You will play a critical role in supporting a team of two Customer Service Advisors to convert prospects into clients and engage referral partners.
You will act as a strategic and supportive partner for our clients at every stage of the quote and instruction process.
Based full time in the office, on any given day you could be doing one or all of these things :
- Create personalised phone and email scripts for different client segments
- Design and optimise contact flows to increase conversion
- Monitor calls to improve quality, minimise errors and track team performance
- Oversee the onboarding and relationship management of referral partners
- Handle and resolve complex enquiries
- Manage, coach and mentor a team of two Customer Service Advisors
- Evaluate performance using key metrics to identify improvements and training needs
- Use client feedback to enhance client service procedures, policies and standards
- Deliver individual and team KPIs that provide excellent client service and satisfaction
- Recruit and retain new team members to support company growth
- Be responsible for self-development and to participate in the personal development process
Requirements
- Proven client facing experience, ideally from a startup or high growth environment
- Proven experience of managing successful customer service teams
- Experience designing and optimising contact flows
- Experience of objection handling and creating messaging for different client segments
- Warm and personable communication and interpersonal skills
- Strong analytical skills and an affinity for data driven decision making
- Comfortable working in a target-driven environment
- Experience working in B2C and B2B environments
- Strong affinity for digital technology
Benefits
Working at Eden is slightly different than elsewhere. We're passionate about our culture and we invest heavily in the wellbeing of our employees.
So the role comes with the following benefits :
- Performance related bonus
- Company pension scheme
- 28 days annual leave (plus bank holidays on top)
- Option to buy and sell a further 5 days of leave
- Private health insurance
- Group life assurance
- Wellbeing fund that contributes £25 per month towards an activity that promotes your mental or physical wellbeing
- Significant investment in your learning and development
- Milestone celebrations : birthdays, life events, service
- Pastoral 1 to 1's
▶️ Client Services Manager
🖊️ Eden Conveyancing
📍 Bristol