Mountgrange Heritage

Job Description: Client Services Associate

Who we are:

Mountgrange Heritage is an established independent estate agency which has been focussed on selling, renting and managing property in RBK&C since 1999.  We have offices in Notting Hill, Kensington and North Kensington. Our aim is to gain an intimate understanding of each and every client’s property needs and provide the best possible solution while delivering exceptional service. We do not have a head office. Every office is its own business and every person within that business is empowered to make decisions that positively affect their working life. Support and advice are always on hand from all our people and as owners of the business, Liz & Michael are a rarity, as they are fully involved with the day-to-day running of the operation and are easily accessible to our team and our clients alike.

We adhere to three core values……..

Straight Talking

Honesty and transparency at all times. No jargon or empty promises.

Integrity

We never compromise our clients and stand by the ethos “everything you need and nothing you don’t”

Quality

Our aim is to deliver the very best service to our clients.  A service for grown-ups; simple, sophisticated, and reliable.

Job Description

We are an experienced, tight-knit team, working in an extremely competitive industry. Every one of us plays a dedicated and crucial role in the success and growth of our business.  Our service is at the core of everything we do – with outstanding people everything is possible.

Your primary responsibilities as a Client Services Associate are to make contact (telephone and digital) with our current clients, past clients and prospective clients by utilising our CRM database and prospecting software. When making contact you are to be conversational and enquire as to how we can help and be of further service. If we can be of further service, please do all you can to be polite, courteous and ensure nothing is too much trouble in ensuring we are giving the best possible solution. If you are not best placed to assist, please make sure you inform the relevant person in the company who is and/or your line manager.

The areas of business focus are for you to generate valuations for the sales and lettings directors, offer mortgage broker advice and highlight any landlords who may be open to our managed service.

You will need to quickly learn to understand our CRM system and specifically the reporting element. A grasp of Lonres, Spectre, Rightmove, Zoopla and OTM will be needed.  This is key to understanding and spotting potential areas of new business to nurture.

Aim High!

You will be enthusiastic and passionate about your role, self-motivated and keen to be hands on in finding opportunities within our business. From your contact with our clients, tenants and ongoing use of our database, you will be required to generate valuations for our Lettings and Sales Directors and highlight any landlords who may be open to our Management Service.

You should aim to be a strong collaborator within your team and determined to be the best fee earner you can be for the company.  A fee earner is different from a commission earner. Those who strive for fee generation are thinking of the whole business. Commission earners tend to simply look after their own interests.

Enjoy yourself!

People want to be advised by someone who is warm, enthusiastic and honest. They are much more likely to trust your recommendations.  Remember to smile as happiness is infectious; let your personality shine through so that people are more likely to remember you.

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel” Maya Angelou was a civil rights activist, poet and award-winning author

Roles & Responsibilities

• Initiating contact with past and present clients, buyers and tenants
• Booking market appraisals for the sales and lettings team
• Creating client and applicant records on the CRM

• Offer mortgage broker advice via our broker partners
• Enquire as to whether our management services could be needed
• Makes notes on each and every conversation you have had on our CRM
• Build strong and collaborative relationships with the front-end teams
• Report accurate information as to your successes

• Inform the Sales and Lettings Directors of any pertinent feedback, problems, opportunities…
• Stay up-to-date with top-line current market trends and relevant political/economic matters
• Create ‘Actions’ (chase instructions, call back etc) within the CRM to ensure opportunities are not lost
• Respond to any messages on the same day. If you are unable to do so, ensure another team member follows up and inform the potential client
• Ensuring people and properties not in our CRM system are added. GDPR best practice to be followed at all times.

Experience and competencies

Confident, energetic, personable and proactive individual with excellent time management, organisational and communication skills

• Some understanding and knowledge of the PCL property market – not essential
• Adapting to the needs of all the Mountgrange Heritage business, which may require tasks outside of your job description.
• Proficient knowledge in Microsoft Office including Excel.
• Personal accountability and integrity.
• Ability to work positively within a team.

• Have a keen interest in property and high service standards

Goals Summary

• Aiming to try and speak with 50 people each day

• Striving to book five valuations per week
• Passing across min three mortgage leads per week