Welcome to DJ Alexander, where we know Scotland inside out. As part of Lomond, the UK's leading network of lettings and estate agencies, we're proud to cover Edinburgh, Glasgow, St. Andrews, and Aberdeen with over 300 staff ready to assist our customers. With our team's extensive industry expertise and local knowledge, we're here to help people find, sell, and let their property.
Now, we're happy to offer you an exciting opportunity to join our dynamic team as a Customer Service Advisor. This is a full-time, permanent position located in Edinburgh City Centre. You'll enjoy a standard workweek of 35 hours, Monday to Friday from 9am to 5pm. The salary ranges from £23,500 to £25,000.
What the job involves for a Customer Service Advisor: -
- Help promote excellent customer service across the business.
- Assist with the effective operation of the Customer Service Team.
- Collaborate / engage with all departments across the business in relation to customer service.
Customer Reviews:
- Assist in the handling / reporting of customer reviews of the business.
- Share positive reviews and feedback across the business.
- Identify possible areas of learning / development from reviews.
- Assist in feeding back areas of learning / development across the business.
Housing and Property Chamber (HPC) Cases:
- Assisting as required in HPC cases including:
- Eviction Applications;
- Right of Entry Applications;
- Repairing Standard Cases;
- Letting Agent Code of Practice Cases.
- All training / support provided as required.
Customer Service Email Inbox:
- Assisting in managing the email inbox including:
- Passing enquiries to the relevant departments across the business;
- Identifying escalations / complaints and actioning appropriately.
Escalations / Complaints:
- Assist in acknowledging escalations / complaints coming into the business.
- Assess most appropriate colleague / department to handle specific escalations / complaints.
- Support the business in escalation / complaint responses – both informal and formal including:
- Helping to ensure Complaints Procedure timelines met by complaint handlers;
- Recording / tracking of escalations / complaints – including managing the relevant tracker.
- Where appropriate, handle escalations / complaints to achieve best possible outcomes.
- All training / support provided as required.
We're not just looking for someone who fits our team; we want to be a good fit for you too! We're looking for individuals with qualities such as:-
- Strong in written / verbal communication and strong written comprehension skills.
- Strong in attention to detail.
- Able to deliver excellent customer service.
- Able to collaborate with colleagues.
- Current legal right to work in the UK
At DJ Alexander, we believe in taking care of our people. That's why we offer some amazing perks and benefits through our engagement platform, LOMONDlife.
Here's what you can look forward to:
- Our smart spending app gives you discounts at over 900 retailers and our wellbeing centre is packed with resources to help you get active, eat healthier, improve your financial wellbeing, and master your mental health.
- Our Employee Assistance Programme offers free counselling support sessions.
- Get the latest gadgets and appliances with our Smart Tech Scheme.
- We're committed to reducing our carbon footprint with our Cycle2Work Scheme.
- We offer enhanced Family Friendly Leave for maternity, paternity, adoption, and IVF.
- You'll enjoy competitive base pay that aligns with market value, plus incentivised commission and performance bonuses for most roles.
- Celebrate your loyalty with special days and celebrations for length of service.
- Planning for retirement? We've got you covered with that important pension pot.
- We'll support your professional development by funding your professional qualifications, so you can reach your full potential and build your career.
- And of course, we like to have a little fun too! Our company socials bring our people together. So, work hard, and then socialise even harder!
We're excited to offer these amazing benefits to our hardworking teams. It's our way of showing appreciation for your dedication. At DJ Alexander, we value diversity and inclusion. We welcome applicants of all nationalities, backgrounds, abilities, and perspectives.
Join us and experience a workplace that truly values you. Apply today!
All offers are conditional on verification of the right to work in the UK, and a successful background screening check. This check will include verification, qualification verification (if relevant) and a basic criminal check. Further details of this policy and procedure will be sent to you if successful along with any conditional offer.