We are searching for an ambitious individual to work with a leading property business backed by an exciting investment group with state-of-the-art offices based in Borehamwood.

Due to exceeding growth plans, our client is now looking for a Support Executive.

Not only do they offer an incredible place to work, but they also value their staff as a family and create a unique environment that caters to all ambitious individuals.

KEY RESPONSIBILITIES:
The Support Executive will have principal responsibility for the day-to-day customer service routines
associated with the developments our clients manage, ensuring the highest quality of service is provided,
commensurate with the requirements of any management contract, lease/s, the service level of
agreement or otherwise.

Customer Service: To support the ongoing customer service routines associated with the portfolio,
aiming to ensure support tickets, customer queries, contracts, and risk management tasks are completed in an efficient and timely manner. Front line support – answering phones, responding to emails, dealing
with postal correspondence.

Contract Management: Support the development of contract management routines, utilising
systems to ensure the appropriate contracts are tendered, and implemented and any arising actions
recorded.

Risk Management: Supporting the developments of risk management routine, utilising systems to
ensure the appropriate actions are uploaded in a timely manner and closed out to a full resolution.
Support Tickets / Customer Queries: Manage, allocate, and respond to incoming customer and
contractor correspondence from any communication channel in accordance with our client’s brand and
processes, this will include but is not limited to:

• Dealing with financial queries from customers and / or contractors.
• Reading and reviewing and completing legal documentation.
• Liaising with key stakeholders such as the client, outgoing agents, the client’s new business team,
the client relationship team, and client employees generally.
• Ensuring customers are promptly responded to in an informative, empathetic, and diligent
manner.
• Helping to enhance the customer experience of our client via the completion of customer query-related tasks and management of customer correspondence

• Updating of client databases and tracking systems accordingly to ensure an accurate audit trail
is in place.
• Issuing of written communications via email or post.

PERSONAL SPECIFICATION:

Customer Service
• Act as an ambassador of the brand, recognising the importance of excelling at customer service
both externally and internally.
• Always interact in an enthused and empathetic manner
• Answer the phone politely, identifying yourself and the brand.
• Answer emails and any other medium of correspondence politely, identifying yourself and the
brand.
• Respond to complaints or concerns and find the appropriate solution. Seeking the support of
your wider team as appropriate.
• Be empathetic in relation to our customer’s requests, queries, or concerns.
• Request further in-house training or learning if you deem it is required.
For line management roles you must seek to embed the same into your team.

BENEFITS:

• 22 days Holiday + Back Holidays
• 5 days a week, 9-5:30
• Free Parking
• Company Benefits include –Health Cashback Plan for dental and eye care etc, Cycle to Work, Retail discounts, Wellbeing Cashback plan, Death in Service Insurance