Referencing Executive

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 –
Education/ Qualifications
  • 5 x GCSE C or above or equivalent, must have English and Maths
Experience/ Knowledge
  • Previous office experience
  • Good PC skills
  • Clear telephone manner
  • Good verbal and written communication skills
  • Can demonstrate consistent delivery of targets in previous roles
·      Understanding of the lettings industry
·     Understanding of Referencing products
·     Working in a call centre environment
Skills / Aptitudes
  • Collaborative Working- Works Co-Operatively·       Communicating Clearly- Communicates Professionally
  • Leading & Developing- Drives Own Development
  • Thinking Customer- Puts the Customer First
  • Analysing & Initiating- Makes Effective Decisions
  • Adapting & Responding- Is Open to Change
  • Taking Ownership- Accepts Responsibility
  • Creating & Innovating- Seeks Improvement
  • Planning & Prioritising-Prioritises and Plans Own Work
Personal Attributes
  • To work as part of a team or as an individual
  • Liaise with line manager to eliminate efficiency problems
  • Be approachable at all times
  • Confident in own abilities
  • Reliable
  • Enthusiastic about company and work
  • Professional attitude
  • Takes pride in the working environment, self and team
  • Willingness to learn, keeping knowledge and skill up to date