Client Relationship Executive

Accountable to:

Client Relationship Manager

Liaison with:

  • Sales team
  • Marketing department
  • Customer Operations department
  • TDS customers
  • TDS colleagues
  • Job summary:

    Summary

    We are looking to employ an experienced Client Relationship Executive to handle all customer inquiries, concerns and complaints in a professional manner. The Client Relationship Executive’s responsibilities include collaborating with the relevant departments to better address client needs, providing regular updates to higher management and upselling company products where possible. You should also be able to identify new business opportunities through client referrals.

    To be successful as a Client Relationship Executive, you should be committed to helping clients and able to work well under pressure. Ultimately, an outstanding Client Relationship Executive should demonstrate excellent communication, problem-solving, and customer service skills at all times.

    You will be responsible for managing key accounts of our letting agent customers, resolving issues that arise and helping them to administer their account. You will have your ‘finger on the pulse’ in terms of what our letting agent customers’ intentions are, know of impending and recent acquisitions to proactively assist them in merging their deposit portfolios and you will gather insight about their satisfaction with our service.

    You will build solid working relationships with our letting agent customers, assisting them with training, both on a one-to-one and group basis. You will proactively determine how we can further improve our service through client outreach and insight, including phone calls, face-to-face meetings (over video, or in person when conditions allow), surveys and polls, to ensure that our customers are satisfied with our services.

    Day-to-day customer queries are handled through our Customer Operations department and do not fall under your remit except where supporting that department from time to time due to the needs of the business.

    Location

    Hemel Hempstead [all staff are currently working from home and some flexibility between home/office working is likely to be the way in which we all work in the future]

    Job summary: The Dispute Service’s core role is to safeguard tenants’ security deposits across the United Kingdom and offer a free dispute resolution mechanism in the event of dispute over their return. We are looking for a positive, flexible, and hardworking person with exceptional organisational and customer service skills to join our expanding team.

    We are looking for a Client Relations Executive to create and nurture solid long-term working relationships with our letting agent customers. You will resolve any issues that arise to ensure customers are satisfied with our services.

    In this role, you should be an excellent communicator who is able to identify and grasp customer needs and brainstorm ways to fulfil them. If you also have a background in customer service and satisfaction, we’d like to meet you.

    Your goal will be to help us retain our customers, identify new business opportunities with our existing customers and provide our customers with the highest level of customer service.

    The ideal candidate will be experienced, innovative in their approach, flexible, self-motivated and have a natural talent for being highly organised. Experience of the property industry is preferable but not essential if you have a strong background of key account management.

    You may be invited to present webinars/training sessions and attend industry events and some travel across the UK may be 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. Core responsibilities include:

    1.1 Build strong relationships with key customers providing support and training when required. Being the first point of contact for key accounts.
    1.2 Cultivating solid relationships with clients through the provision of exceptional after-sales service.
    1.3 Schedule regular calls with customers to ensure they are satisfied.
    1.4 Achieve and exceed set goals and targets.
    1.5 Identify growth opportunities with existing customers.
    1.6 Understand our competitors’ products to help think of new ways to retain our customers and improve satisfaction levels.
    1.7 Collaborate with internal teams (e.g., sales, operations, marketing, compliance, finance) to address customers’ needs and put forward ideas for change.
    1.8 Working with the Marketing department to explore new ways of engaging with our customers.
    1.10 Working with the Customer Operations Department and other colleagues to ensure customers’ issues are resolved effectively.
    1.11 Expert on all TDS CRM platforms.
    1.12 Customer insight and outreach (e.g., surveys, polls, reviews, testimonials, case studies).
    1.13 Supporting our customers to cleanse their database in preparation for the annual snapshot and invoicing.
    1.14 Supporting customers with data transfers, acquisitions and portfolio migrations.

    2. General

    2.1 Undertake any other duties as may reasonably be required of a Client Relationship Executive.
    2.2 Keep abreast of developments in the private rented sector across the UK.

    PERSON SPECIFICATION

    Essential characteristics

    3. Equal Opportunities

    3.1 Must be able to demonstrate a commitment to equal opportunities, diversity and inclusion.

    4. Key Competencies

    4.1 Proven experience as a Client Relationship Executive or Customer Service Advisor, preferably within a similar sector.
    4.2 Background in customer service.
    4.3 Proficient in MS Office, with working knowledge of CRM platforms (e.g. Salesforce).
    4.4 A customer-oriented, problem-solving attitude with excellent communication skills.
    4.5 Proven track record of meeting and exceeding targets.
    4.6 High level of accuracy and attention to detail.
    4.7 Must be able to handle a range of different tasks simultaneously and prioritise a heavy workload.
    4.8 Must demonstrate common sense and good judgement.
    4.9 A flexible attitude to work is essential.
    4.10 Ability to work well with a team.
    4.11 Educated to degree level.

    5. Required behaviour and attitude
    5.1 Applicants must be able to:
    • demonstrate an affinity for customer excellence
    • recognise the importance of fairness in all of our work
    • demonstrate how they are making a difference in the work that they do
    • can articulate the importance of teamwork

    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, or send a request for the full job description, to: