Duties include but are not limited to: Responsible for client enquiries - accommodating towards International client’s timezonesBe an expert and deliver consultative advice, best practice and industry updates to your clientsCome up with sales strategies and goals and work towards delivering targets agreed by the teamReport on weekly and monthly targets at a personal, team and business levelManaging up to 20 clients a month utilising organisational and multitasking… Show more Duties include but are not limited to: Responsible for client enquiries - accommodating towards International client’s timezonesBe an expert and deliver consultative advice, best practice and industry updates to your clientsCome up with sales strategies and goals and work towards delivering targets agreed by the teamReport on weekly and monthly targets at a personal, team and business levelManaging up to 20 clients a month utilising organisational and multitasking skillsUpdate CRM system dailyAnswering the phones and general admin as neededMaintaining a positive and optimistic attitude with clients at all timesDealing with all customer complaints and feedback to find a suitable resolution for the client and the business. Assisting clients through the rental paperwork process - answering any queries and guiding them through the process from start to finish managing expectations and delivering excellent Customer Service to all clientsHandling contract staff & supplier payments - scheduling payment of invoices as required on a weekly basis.Handling all invoicing for clients - creating, updating & managing invoices and all queries relating to invoices. Updating company transactions on SAGE on a weekly/monthly basis. Managing & reporting on overhead on a monthly basis Show less

Responsible for initial client enquiries - accommodating towards International client’s timezonesEducating clients on the London property market and what to expect in regards to the housing market in London and the home counties.Be an expert and deliver consultative advice, best practice and industry updates to your clients Explaining features and benefits of the serviceAccountable for minimum personal and team sales/conversion goalsScheduling follow ups with potential… Show more Responsible for initial client enquiries - accommodating towards International client’s timezonesEducating clients on the London property market and what to expect in regards to the housing market in London and the home counties.Be an expert and deliver consultative advice, best practice and industry updates to your clients Explaining features and benefits of the serviceAccountable for minimum personal and team sales/conversion goalsScheduling follow ups with potential clients (ensuring a constant pipeline)Managing up to 20 clients a month utilising organisational and multitasking skills Update CRM system dailyAnswering the phones and general admin as needed Maintaining a positive and optimistic attitude with clients at all timesWorking on business development through research and cold calling companies that might need relocation assistance. Show less

Act as the main point of contact for a group of customers who are in financial difficulty, agreeing strategies ensuring these are communicated and executed with the customer.Assess and agree action plans and strategies for accounts in your group to identify the underlying credit risk and options to improve the position. Supporting both the customer and the bank.Ensuring agreed actions plans/strategies are delivered or maintained to minimise the risk of loss to Commercial and the… Show more Act as the main point of contact for a group of customers who are in financial difficulty, agreeing strategies ensuring these are communicated and executed with the customer.Assess and agree action plans and strategies for accounts in your group to identify the underlying credit risk and options to improve the position. Supporting both the customer and the bank.Ensuring agreed actions plans/strategies are delivered or maintained to minimise the risk of loss to Commercial and the customer.When required, assess specific business proposals, providing critical analysis and recommendations to enable sanctioning.Interpret external market developments, statutory regulations and internal Group requirements in order to support the development of appropriate strategies to manage, monitor and control risk.When required, support the development of the department Business Plan, in order to meet or exceed the agreed performance objectives, monitoring progress against completion throughout the year.Ensure compliance with the Bank’s books of instructions, procedures and guidelines together with all relevant regulatory and statutory requirements where appropriate implementing actions to protect the Bank’s business at all times.Manage and recommend changes to systems, processes and working practices in order to achieve operational improvement. Show less

Secondment positionProvide weekly performance feedback to team membersAdvocate, drive and embed all aspects of Operations Excellence/Service ExcellenceBuilt High Level and Low Level Plan for Service Excellence Discovery Journey for Servicing.Evaluate coaching outputs to identify improvement opportunities across areaManage and track team quality and performanceEnsure 95% of call quality is delivered through GROW sessions and call coachingRespond to quality issues… Show more Secondment positionProvide weekly performance feedback to team membersAdvocate, drive and embed all aspects of Operations Excellence/Service ExcellenceBuilt High Level and Low Level Plan for Service Excellence Discovery Journey for Servicing.Evaluate coaching outputs to identify improvement opportunities across areaManage and track team quality and performanceEnsure 95% of call quality is delivered through GROW sessions and call coachingRespond to quality issues through coaching, improvement and stop and fix activityEnsure all Risk activity is reviewed and updated monthly and escalated in a timely mannerSchedule training, coaching, development and feedback and support CPM and BPM with action plans.Contribute to Continuous Improvement and support team based root cause analysis.Pilot new Coaching Records tool for servicing area. Show less

SME for Asset Recovery – Plan and deliver training for colleagues for Asset Recovery, update Individual Learning plans, coaching & support. Liaise with Front Line Manager & Front Line Coach to provide updates on progress & RAG status. Manage workflow & allocate work to colleagues during training.Re-assess work flow charts & implement change where necessary. Reviewed process for working invoices & implement Continuous Improvement change in order to reduce risk, waste & create an audit… Show more SME for Asset Recovery – Plan and deliver training for colleagues for Asset Recovery, update Individual Learning plans, coaching & support. Liaise with Front Line Manager & Front Line Coach to provide updates on progress & RAG status. Manage workflow & allocate work to colleagues during training.Re-assess work flow charts & implement change where necessary. Reviewed process for working invoices & implement Continuous Improvement change in order to reduce risk, waste & create an audit trail for invoices for the process. Provide floor support for our collections department & team manager community to answer queries for advisors dealing with difficult queries.Cover for the team when the manager is away – authorizing account amendments where necessary.Taking on the role of Floor Manager: manage and maximize resources to ensure timely completion of all necessary activities whilst maintaining necessary SLA’s for the contact centre. Flexing out resources where necessary to provide additional support for other departments. Provide coaching to colleagues & training new starts regarding our processes, products and solutions to ensure they gain a good understanding of this while facing new challenges in dealing with a new role. Ensure they are in a supportive environment to develop their capabilities.Complete Remote Quality Monitoring to ensure other advisors are adhering to business standards when dealing with customer accounts. Working with Team Managers on recruitment drives to run Competency Based Interviews & Role Plays. Scoring the interviews to establish candidate criteria. Show less

Resolved escalated customer concerns and complaints efficiently and made the necessary follow up to the queryPerformed other projects and special assignments as requiredMaintained exceptionally high customer service standards and strove to constantly meet high quality, efficiency and good customer service standards in terms of taking ownership of queries and resolving them in favor of the customer within the given guidelines.Coached and motivated team members to respond to a wide… Show more Resolved escalated customer concerns and complaints efficiently and made the necessary follow up to the queryPerformed other projects and special assignments as requiredMaintained exceptionally high customer service standards and strove to constantly meet high quality, efficiency and good customer service standards in terms of taking ownership of queries and resolving them in favor of the customer within the given guidelines.Coached and motivated team members to respond to a wide range of enquiries in a professional and courteous manner.Identified training needs and ensured development through various self-improvement and training courses available to assess myself and own skills. Identified aspects of the process that needed to be re-evaluated and made suggestions to better implement procedures.Acquired a wide understanding of the United Kingdom bank operations. Show less