Careers at The Dispute Service Ltd.

  • Sales Executive
  • Operations Team Leader

Job Description

Job title:

 

Sales Executive

 

Accountable to:

 

Sales Manager

 

Job Summary: You will work alongside a great team of sales and marketing colleagues, sourcing leads, setting up remote or in-person sales meetings and converting those leads into new business.

 

You will often be the first point of contact for potential new members and you will need to work closely with our customer operations team, marketing team and partners.

 

The role will be full time, Monday to Friday 9am – 5.30pm and will include attendance at industry events as well as visiting potential clients, so travel (including overnight) within England and Wales is required.

 

No job description can cover every issue that might arise, and the post holder is expected to carry out other duties from time to time, broadly consistent with those listed below.

PRINCIPAL RESPONSIBILITIES

  1. Business development
    1. To implement the agreed Business Development strategy to secure new members into each of the product streams across TDS.
    2. To be proactive in identifying new leads, taking the initiative in making contact and following through to completion.
    3. To build solid working relationships with new clients, built on trust, personability, and a sound understanding of tenancy deposit protection and the wider private rented sector.
    4. To promote the TDS membership offering to agents and landlords and to promptly follow up initial responses of interest, quickly converting these into new membership applications.
    5. To arrange and attend client meetings as well as drop in visits to agents to encourage transfers from other schemes.
    6. To provide demonstrations of the TDS databases both remotely and in person.
    7. Facilitating the smooth entry of new Members into TDS, including coordinating any necessary data transfer requests and liaising with the relevant teams.
    8. Handing over the new member to the relevant team and ensuring that the new Member is properly inducted into TDS.
    9. Gain insight from customers and prospective customers to utilise in campaigns and new business marketing.
    10. Participate where required in meetings where you can contribute ideas as to how TDS can maintain and improve how the TDS Scheme is delivered to our current members and make improvements so that the TDS scheme is more attractive and accessible to other types of members that we have not previously considered.
    11. Attend ARLA Propertymark and other organisations and industry bodies’ events to promote the TDS offering to both new and existing members.
  1. To be accountable to customers and be customer focused in all elements of your work
    1. Ensure in all dealings with TDS members and prospective members that you deliver a quality customer service, follow up queries and complaints promptly and maintain the CRM database as necessary.
    2. Contribute to and develop promotional materials in all media channels for new and prospective customers, including standardising and keeping up to date presentations for speakers to use at events.
  2. Membership subscriptions
    1. Be fully conversant with the current TDS Insured subscription model and TDS Custodial database as well as understand all the requirements for the different membership groups we offer.
    2. Be able to deal with, and resolve to the customers’ satisfaction, questions over the calculation of a new TDS Insured member’s invoice.
  3. General
    1. Keep abreast of changes in matters of practice amongst letting agents, landlords and all matters relating to property relevant to what we do.
    2. Develop research projects as instructed.
    3. Attend and, as necessary, make contributions to, conferences, seminars and training courses organised by external bodies to improve their knowledge and understanding of the work of TDS.
  4. Equal Opportunities
    1. Implement the TDS Equal Opportunities Policy, ensuring that all policies and procedures are in accordance with good equal opportunities practice.

PERSON SPECIFICATION

  1. Experience
    1. Must be able to demonstrate practical knowledge or experience of:
    2. Providing excellent customer service.
    3. Dealing with professionals in different spheres of activity.
    4. Analysing data, reaching conclusions, making recommendations; and presenting clearly and concisely both orally and in writing.
  2. Communication
    1. Must be able to present information clearly and concisely, both orally and in writing.
    2. Must possess good interpersonal skills, communicating effectively in order to advise and inform colleagues, TDS potential members and other stakeholders.
  3. Equal Opportunities
    1. Must be able to demonstrate a commitment to equal opportunities in relation to the work of TDS Ltd.
  4. General
    1. Must be driven and ambitious
    2. Must be able to handle a range of different tasks simultaneously and prioritise a heavy workload.
    3. Must demonstrate common sense and good judgement.
    4. Must be able to work unsupervised.
    5. A flexible attitude to work is essential.
    6. Must be able to travel widely across England and Wales as required, including overnight.
    7. Full clean driving licence and own car essential.
    8. Must be educated to at least A-Level standard or equivalent.
  5. Desirable characteristics
    1. Sales Experience
    2. Account Management experience
    3. Interest in housing issues.

Required behaviour and attitude

Applicants must be able to demonstrate behaviour types in accordance with The Dispute Service’s behaviour and attitude requirements (The 8 C’s):

  • really care about our customers;
  • are curious about the work we do;
  • embrace change positively;
  • always co-operate with colleagues;
  • seek to cultivate success within your team;
  • ensure you challenge the status quo;
  • are committed to excellence in all that we do;
  • help create a great place to work.

Operations Team Leader

Team:

Operations

Accountable to:

Head of Customer Experience

Accountable for:

Customer Service Advisor x 6 (approx.)

Liaison with:

  • TDS customers
  • TDS staff
  • General public
Job Summary

The Dispute Service safeguards tenants’ deposits throughout the United Kingdom, and offers a free dispute resolution mechanism in the event of dispute over its return. We are looking for a positive, flexible and hardworking person with exceptional customer skills to join our expanding team.

Providing a first-rate customer experience when customers contact us is all part of our mission to be the best tenancy deposit scheme, and your exceptional customer service skills will help us achieve this goal.

You will coordinate a team of Customer Service Advisors (CSAs), resolve customer questions or complaints and develop programs and procedures to enhance productivity and performance.

In addition to providing direct customer support, you will review and resolve escalations and provide training and build the knowledge of your team to reduce escalation volumes.

You will conduct quarterly performance reviews and note areas for improvement, using results from monthly productivity and quality assurance reviews. You will make recommendations to your manager and the HR department if a team member is consistently not meeting expectations.

A key duty is to improve overall department efficiency and quality by identifying opportunities to enhance processes and work closely with the other Team Leaders to share ideas and maintain consistency.

You will recruit and train new colleagues in your team and work with the other Team Leaders to maintain and develop training programs.

You will need to prove you have the ability to lead others and make sure they are as much committed to customer service as you are. You will need to show you are able to plan ahead for the rotas, breaks and lunches – collaborating with the other Team Leaders to ensure there is appropriate cover at all times - and demonstrate your dedication to making sure we are hitting our government KPIs.

As part of the Operations team, you’ll need to be outstanding on the phone and be able to quickly get to grips with the complexities of our business. You’ll be speaking to customers and recording the nature of their enquiry so we have useful insight in to why our customers are contacting us, and ensuring your team members are doing the same. If you have a background of working in housing, even better but as a minimum you must have a solid customer service and administration background and not be afraid of hard work!

Candidates are expected to have excellent communication skills, both written and verbal, along with a demonstrable ability to be a competent computer user, including Word, Excel and Outlook.

No job description can cover every issue that might arise and the post holder is expected to carry out other duties from time to time, broadly consistent with those listed below.



PRINCIPAL RESPONSIBILITIES

  • Delivering a first class service to agents, landlords and tenants
    • Answering calls, emails and live chats and taking ownership of customer queries through to resolution;
    • Monitor, respond and provide a first class service to all customer enquiries;
    • Communicate with all departments to ensure a joined up customer service experience;
    • Carry out other related tasks required across the department, as instructed.
  • Coordinate a team of Customer Service Advisors
    • Evaluate team members’ performance through quarterly performance reviews and monthly productivity and quality assurance reviews;
    • Deal with poor performance where a team member is consistently not meeting expectations;
    • Review and resolve escalations and first-tier complaints;
    • Assist in improving overall department efficiency;
    • Recruit and train new team members and ensure procedures are documented and regularly updated in line with product and company changes.
    • Coordinate rotas and holidays, collaborating with other Team Leaders to ensure cover at all times.
    • Ensure team members are answering calls as they arrive in a timely and correct manner and to monitor their wrap and pause times and ensure these are kept to a minimum, to ensure that we meet our KPI obligations at all times;
    • Managing the team and wider department stats and the team’s behaviours. Deal with and highlight to the management team any areas of concern in a timely manner;
    • Co-ordinating CSA offline tasks to make best use of downtime;
    • Ensure a daily record of work figures are provided to the managers as necessary;

PERSON SPECIFICATION

Essential characteristics

  • Job Knowledge
    Must be able to demonstrate practical knowledge and experience of:
    • Providing excellent customer service;
    • Conflict resolution
    • Being a confident communicator;
    • Problem solving
    • Administration skills.
    • Coordination of activities and/or people.
  • Communication
    • Must be able to present basic information clearly and concisely, both verbally and in writing;
    • Must possess good interpersonal skills, communicating effectively in order to advise and inform colleagues, customers and other stakeholders;
    • Must be able to deliver 1-on-1 training and development.
  • Equal Opportunities
    • Must be able to demonstrate a commitment to equal opportunities in relation to the work of The Dispute Service Ltd.
  • General
    • Must be able to identify with the aims and objectives of The Dispute Service Ltd;
    • A flexible attitude to work is essential;
    • Competent at excel, word & PowerPoint – be able to take on additional system training and deliver this to team members;
    • Must demonstrate common sense and good judgement;
    • Must be able to handle different tasks simultaneously and prioritise a heavy workload.
    • Will be required to study for the Propertymark Technical Award in Deposit Management and successfully pass papers 1-4 within 6 months of being appointed.
  • Required behaviour and attitude
    • Applicants must be able to:
    • demonstrate an affinity for excellent Customer Service;
    • handle a range of different tasks simultaneously and prioritise a heavy workload;
    • demonstrate common sense and good judgement;
    • have a flexible attitude to work;
    • work unsupervised;
    • identify with the aims and objectives of The Dispute Service;
    • demonstrate behaviour types in accordance with The Dispute Service’s behaviour and attitude requirements (The 8 C’s):
      • really care about our customers;
      • are curious about the work we do;
      • embrace change positively;
      • always co-operate with colleagues;
      • seek to cultivate success within your team;
      • ensure you challenge the status quo;
      • are committed to excellence in all that we do;
      • help create a great place to work.

Desirable characteristics

  • Educated to A-Level or equivalent standard

Hours of the role

The Operations Team will be operational from 8am to 6pm Monday – Friday, and you will be expected to work 37.5 hours on a rota.

What’s on offer?

  • 25 days annual leave plus bank holidays
  • Attractive benefits including private health care, death in service, dental scheme, simply health cash plan, rental deposit scheme loan and bike to work scheme;
  • Fantastic working environment
  • Matched company pension scheme (up to 5%)
How to apply

If you think you are suitable for the role, please send your CV and cover letter explaining your suitability for the role to:

  • Josanne Leon, Head of Human Resources
  • Email: josanne.leon@tenancydepositscheme.com