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Hi, we’re Smoove, part of the PEXA Group.
Our vision is to simplify and revolutionise the home moving and ownership experience for everyone. We are on a mission to deliver products and services that remove the pain, frustration, uncertainty, friction and stress that the current process creates.
We are a leading provider of tech in the property sector - founded in 2003, our product focus has been our conveyancer two-sided marketplace, connecting consumers with a range of quality conveyancers to choose from at competitive prices via our easy-to-use tech platform. We are now building out our ecosystem so consumers can benefit from our services either via their Estate Agent or their Mortgage Broker, through smarter conveyancing platforms, making the home buying or selling process easier, quicker, safer and more transparent
Why join Smoove?
Great question! We pride ourselves on attracting, developing and retaining a diverse range of people in an equally diverse range of roles and specialisms – who together achieve outstanding results. Our transparent approach and open-door policy make Smoove a great place to work and as our business expands, we are looking for ambitious, talented people to join us.
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.
Location: Hybrid working. Expectation to be in Head Office based in Thame, Oxfordshire a couple of times a week
Hours: Flexible, 37.5 hours a week
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
Skills / Experience required:
- Experience in resolving complaints and improving customer satisfaction will be viewed advantageously
- Excellent customer facing skills – telephone and email manner
- Proactive and intuitive mentality
- Tenacious with an appetite to complete tasks
- IT literate with a good knowledge of Microsoft Office products
- GCSEs in Maths and English with a Grade C or above
- 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
Sound like you?
We at Smoove are ready so if this role sounds like you, apply today.
GDPR Compliance
Digital Completion UK Limited (trading name “PEXA”), Optima Legal Services Limited (trading name "Optima Legal") and Smoove Limited (a holding company which comprises of the following wholly owned trading Subsidiary companies: United Legal Services Limited, United Home Services Limited, Legal-Eye Limited, and Amity Law Limited) are all owned directly by DigCom UK Holdings Limited, which is a wholly owned Subsidiary of PEXA Group Limited in Australia (ACN 140 677 792; ASX: PXA) (referred to collectively as “PEXA Group”).
When we process your applicant personal data for recruitment purposes, we do so as a controller. If as part of the recruitment process, we share your personal data with another company within the PEXA Group, that company may process your personal data as either an independent controller or, in certain circumstances, a joint controller. By applying for this role, you consent to us processing your personal data in accordance with the UK General Data Protection Regulation ("UK GDPR") and the Data Protection Act 2018, and further information can be found in our privacy noticehttps://pexa.co.uk/applicant-policy/.
