Residential Lettings, Client Support Accountant
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| Job Type | Permanent |
| Area | Solihull, United Kingdom |
| Sector | IT |
| Start Date | |
| Job Ref | LH9480 |
- Description
Salary: IRO £28,000 - £32,000 doe
Essential Experience:
Knowledge and experience of working in a service delivery environment, working to service levels, with both team and personal KPI’s.
Customer service, working with customer in any telephone based outward facing role.
Working to agreed Service Levels / KPI’s with responsibility for own performance and management of workload.
Any role requiring the need to identify resolution to issues, in an effective and pragmatic form.
Knowledge of the Estate Agency / Accounts business is a distinct advantage although training will be provided.
Strong computer literacy is required; experience of learning new bespoke software would also be an advantage.
The Client Accounts team are the escalation for the customer base with respect to the handling of advanced financial cases.
They are a core aspect of the overall support model, ensuring that a customer’s client accounts query can be escalated where it cannot be resolved at 1st line.
They present the face and voice of the organisation and reflect and embody the organisations philosophy and values towards it customers.
The Client Accounts team core knowledge is on this bespoke product used by Estate Agents; hence the team have a comprehensive knowledge of the service, internal procedures and Service Levels.
The Client Accounts team does not provide an internal IT support service – service is focused on the service offerings of the product.
Key responsibilities and accountabilities:
Handling incoming contact from the Customer via email and phone.
Updating of Incidents / Requests in the support ticketing system.
Categorisation of incidents with respect to their severity and urgency.
Management of Client Accounts queue and personal queue of outstanding incidents and requests in priority order.
IT skills - Desired:
SQL, MySQL (highly desirable) ITIL Foundation V3 (not essential, but desired)
CompTia A+, Network (not essential, but desired) C# (not essential, but desired)
A background / experience of providing training on software products would also be a distinct advantage.
Wilde Associates are working in the capacity of an Employment Agency for this vacancy,
