Customer Experience Agent

Customer Experience Agent

Location: Flexible remote working, required to work at Head Office based in Thame, Oxfordshire a few times a week

Hours:Monday – Friday, 8.50am - 5.30pm Permanent, Full time, flexible

Salary: £23,000 per annum, plus our fantastic benefits

Role overview:

As a Customer Experience Specialist, you will join our fantastic, friendly team and be providing status updates to customers on the progress of their conveyancing cases, supporting our broker and solicitor partners and liaising with internal departments to ensure an exceptional service is delivered. This role would suit a self-motivated, disciplined individual who can reliably work unsupervised to deadlines. You should cope well under pressure and with attention to detail, whilst demonstrating a high level of communication skills, professionalism, and empathy to achieve positive customer outcomes. This role reports into the Customer Service Manager.

About ULS:

ULS technology is a leading provider of tech in the property sector, focussed on bringing together home buyers/sellers, financial services, estate agency and legal professionals. Conveyancing (the legal house purchasing process) has traditionally been a paper-based manual processes - documents and forms are posted back and forth and it is often difficult to track and share progress, causing frustration and slowing progress for all parties.

We are on a mission to transform the experience by making stress-free home moves in the UK a reality. We want to become the leading provider of digital tools to transform the conveyancing experience of buying, selling, and owning property.

Since we were founded in 2003, we have come a long way on our journey and are currently at a critical and fascinating juncture. To date, the product focus has been on iterations of our conveyancer two-sided marketplace, connecting consumers with a range of quality conveyancers to choose from at competitive prices via its easy-to-use tech platform.

We are now going a step further with the development and the launch of the next phase of our customer focused online platform, DigitalMove – a centralised digital platform for everyone involved in the conveyancing process to communicate and collaborate, from future homeowners, conveyancers and lawyers to lenders and brokers. This home platform joins up the entire home buying and selling process right up to completion and beyond, making that process easier, quicker, safer and more transparent.

Main responsibilities

• Managing incoming queries about our Products and Services offered via our technology platforms
• Assisting in the triage and handling of complaints
• Providing status updates to customers on the progress of their conveyancing cases, supporting our broker and solicitor partners and liaising with internal departments to ensure an exceptional service is delivered
• Dealing with enquiries and complaints received by phone, email or through our online portal messaging system
• Checking and responding to emails in a timely and efficient manner
• Assisting with administrative tasks
• Performing root cause analysis on complaints received, allowing you to suggest and design improvements to the customer journey
• Work unsupervised to deadlines in a fast-paced environment

Skills/Experience required:

• GCSEs in Maths and English with a Grade B or above
• Experience in resolving complaints and improving customer satisfaction will be viewed advantageously
• Excellent customer facing skills – telephone and email manner
• Proactive and intuitive mentality
• Highly organised and manages time effectively
• Tenacious with an appetite to complete tasks
• A desire to progress in a fast-paced customer service environment
• IT literate with a good knowledge of Microsoft Office products
• Willingness to learn new systems, services, products and processes
• Excellent written and verbal communication skills
• Ability to prioritise and multi-task
• Ability to demonstrate assertiveness and resilience when required

How we will support you:

• Work-life balance is important; you’ll get an enhanced, generous holiday package
• You have the option for flexible, remote working
• Access to our beautiful head office in Thame, Oxfordshire – a great space to work, meet colleagues and collaborate
• Our benefits package includes; private medical insurance, volunteering day, competitive pension scheme, cycle to work scheme, Death in service insurance, sick pay and lots more
• Pre-arranged social events to make sure we have fun, stay connected and to ensure it isn’t all about work
• ULS help you develop your career with a detailed, performance management scheme

At ULS, diversity of thought, beliefs and backgrounds, drives growth in our people delivering business growth. We are committed to delivering a better home moving and owning experience for everyone, enabled by bringing everyone with us. We treasure any dimension of diversity and the breadth of backgrounds across our teams creating better experiences for everyone regardless of who you are, where you come from and how you identify. If you need us to make any adjustments to make your application process easier please let us know by emailing careers@ulstechnology.com