Customer Service Advisor

Customer Service Advisor

West Malling - Kent

The Opportunity

As a Customer Service Advisor, you will be an integral member of an award-winning Customer Service department that demonstrates prides and passion for delivering outstanding service in an ever-changing industry. In the Customer Service Specialist position, you will be responsible for ensuring that you are supporting our customers queries proactively and professionally both verbally and through administration interactions in agreement with our Service Excellence requirements alongside our business key performance indicators. There will be a strong focus on first time resolution and excellent customer service.

The role will involve:

• Providing helpdesk/order fulfilment style support and advice via email and telephone, to our customers.
• Navigating SearchFlow systems and with a strong understanding of processes
• Providing excellent customer service
• Liaising with relevant data providers for all search queries to ensure the smooth running of the search ordering process.
• Investigating and offering a timely response to customer enquiries and requirements.
• Taking ownership of queries and actions appropriately.
• Ensuring customer queries are dealt with and actioned on a regular basis in accordance with the Helpdesk KPI’s.
• To work towards providing the highest standard of service in all interactions with customers, receiving consistent Level 2 Service Excellence scores.
• Understanding all SearchFlow products, procedures and systems.

About you

You will need to be proactive and self-motivated with excellent communication skills, both verbal and written. You will also have strong attention to detail with customer service at your core. You will also be committed to progressing your own learning and development. You will also have/be:

• Ability to work well under pressure and multi-task when required.
• Able to communicate effectively with customers by telephone and email.
• Able to work against performance targets surrounding quality and productivity.
• Ability to be extremely organised and have excellent attention to detail.
• Able to work flexibly, as a team as well as on your own to meet deadlines and targets.
• Ability to learn quickly and work within clearly defined processes but use own initiative when needed.
• Strong problem-solving skills with the desire to provide superior service.
• Computer experience including Teams, Word, Excel and Outlook.

What it's like to work at SearchFlow:

At Searchflow you'll find a friendly, dynamic, and supportive team that values bold ideas, big dreams, and active curiosity. We foster a culture of innovation, encouraging everyone to contribute to the development and direction of our products and services, while continuously seeking new and efficient ways to work.

Collaboration and sociability are at the heart of what we do, and we take pride in coming together to achieve great things. We offer a range of benefits to support your well-being and career growth, including:

• Generous Holiday Allowance: 25 days' holiday plus bank holidays, with the option of adding up to 5 additional unpaid leave days per year

• Annual Lifestyle Allowance: £300 to spend on an activity of your choice

• Private Health Insurance: Provided by Vitality

• Group Income Protection Scheme

• Charitable Fundraising: Matched funding for your efforts

• Cycle to Work and Gym Flex Schemes

• Internal Coaching and Mentoring: Available throughout your time with us

• Training and Career Progression: A strong focus on your development

• Family-Friendly Policies

• Free Parking

About Us

Part of a £1.2 billion company, SearchFlow is the biggest conveyancing search provider in England and Wales. Over 2,500 legal clients trust us to run more than 1 million searches for them every year. We have completed 5,000,000 instructions and 26,000,000 searches so we’ve touched 1 in 4 property transactions.

We are part of the DMGT, who are committed to investing in our portfolio of services. Because we have such a large, supportive company behind us, we can invest in nationwide, reliable datasets, enhanced mapping tools and an ordering platform that has been designed for ease of use and efficiency.

If you want to be part of a dynamic, fast-growing company, SearchFlow ticks all the boxes. We are the market leader in conveyancing products and services and constantly expanding into new sectors, creating fantastic opportunities for positive, team-orientated and self-motivated people.

We are proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.