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Head of Customer Relations

Location:
Chiswick Business Park
Department:
Customer Service
Salary Details:
£45,000 - £50,000
About The Role
At Foxtons we pride ourselves on setting the standard for service in the property industry. We are able to do this through our three core strengths: the expertise of our people, our reach across London, and our industry-leading technology. Providing exceptional service allows us to deliver the results our customers expect.
 
As Head of Customer Relations, and leading our customer complaints function, you'll thoroughly investigate customer complaints fairly and in accordance with regulatory guidelines, whilst providing the best resolution for our customers. You will need to be hands on, talking and communicating directly with our customers, passionate about customer service and going that extra mile. You'll coach and develop our team to ensure a quick turnaround on negative customer experiences and regain trust in our service. Providing insights on trends and patterns is a key part of this role to effectively manage and prevent similar complaints from reoccurring. 
 
THE ROLE WILL INVOLVE: 
 
Reporting directly to the Managing Director of Property Management and Customer Experience.
You will ensure all complaints are logged, fully investigated, issues are resolved and responded to within agreed timeframes. Keeping the customer complaint log maintained and updated at all times.
Aggregate and report on complaints from a variety of sources e.g. emails, calls, social, etc and generate weekly and monthly reports to highlight trends, patterns and recommendations for improvement.
Build strong working relationships with other parts of the business, using customer pain points to identify key areas for process, policy and service improvements.
Helping to embed our service style across the floor to reduce the number of difficult customer situations that result in a complaint. 
Closing performance gaps, provide relevant and immediate feedback in a fast paced and complex environment.
Handling escalated customer complaints either by phone or email to ensure the customer's trust is recovered and the right outcome is delivered.
Understanding company systems and processes and execute strategies to make our service and processes more efficient.
About You
SKILLS REQUIRED: 
 
  • Professional approach to customer services
  • Excellent organisational skills
  • Excellent telephone manner
  • Strong time management skills
  • Ability to problem solve
  • Outstanding attention to detail
  • A 'can do' attitude and positive approach to supporting people & developing high performing & engaged teams.
About The Company
At Foxtons, we’re famous for setting the standard in property. We do this by hiring brilliant people to help achieve our goal of being the best place for our customers to find their dream home or unlock the value of their property investment.
 
Over the last 30 years we’ve built a network of almost 60 branches and a strong operational infrastructure that enables our teams to achieve the highest standards in delivering exceptional service to our customers. Award-winning training ensures our teams have the strong local expertise that our customers expect from us, while our market-leading technology empowers all our staff to provide the best customer experience possible.