Referencing Executive

16 Mar Referencing Executive

JOB TITLE: REFERENCING EXECUTIVE
REPORTING to: Head of Referencing
Location:  Home working & office based
Looking for: An enthusiastic and motivated individual who will work well with little or no supervision. With good communications skills at all levels via phone and email, experienced at customer service and data entry with excellent attention to detail.

Main purpose of role:

• Accurately process data and referencing applications using the systems and processes available
• Use multiple methods of communication in a professional manner to liaise with letting agencies, tenants and referees
• Prioritise and process customer enquiries submitted by telephone, email, live chat or social media
• Deliver agreed service levels and turnaround times on referencing applications

Key tasks and responsibilities

• Ensure work produced is of a high quality and in line with company standards against quality framework
• Investigate and resolve customer complaints quickly and patiently. Ensure anything not able to be resolved is escalated through to line manager and in line with the company complaints procedure
• Maintain thorough and accurate customer records
• Keep confidential records and financial information private and secure, ensuring GDPR is always adhered to
• Operate professionally as part of the referencing team and alongside departments within the company to drive positive results and always represent the company in a positive manner
• Ensure you are familiar and confident against the company published policy and procedures ensuring all regulatory requirements are met and adhered to
• Continually review processes to identify ‘smarter’ ways of working to increase department efficiency
• Ensure your team create an area which is performance driven and focused on ownership
• Deliver objectives by agreed deadlines and continually review these for relevance

Person Specification –