Premium Support Relationship Manager

Reapit – Who are we?

Reapit is the original end-to-end business technology provider for estate agencies of all sizes. We’ve been helping sales and lettings agents build relationships and grow their businesses for more than 25 years. Our technology empowers property professionals across Europe, the Middle East, Australia, and New Zealand to work with buyers, sellers, tenants, and landlords to deliver a dream home experience.

Worldwide, over 78,000 agents across more than 15,000 branches use Reapit to run their businesses, manage properties, collect rent, engage clients, and provide outstanding customer service every time.

What you’ll be doing

Reporting to the Customer Experience Manager you’ll be involved in:

Support the Technical Support resources

• Work with the functional leads and Premium Support Manager to guide the team, ensuring they deliver excellent service and meet performance targets.

• Monitor and manage the Premium Support queues, ensuring SLA adherence.

• Ensure that the Knowledge Base is maintained to ensure procedure adherence and that sufficient controls are in place.

• Support the service by working tickets as required.

Relationship management

• Manage customer communication channels – portal, phone, and Teams, responding to contact in a timely manner and taking ownership of any issues.

• Build and maintain strong relationships with Premium Support customers, understanding their unique needs, and addressing their concerns effectively.

• Work closely with other departments to ensure seamless communication and alignment in providing Premium Support services.

• Collaborate both within the UKI Customer Support department and cross functionally as required.

Escalation management

• Resolve escalated customer issues promptly and tactfully, ensuring customer satisfaction and retention

Performance monitoring and reporting

• Conduct regular ticket and call quality checks for Premium Support customer tickets, feeding back any issues, training needs and successes as appropriate.

• Analyse support metrics and prepare regular reports on performance, trends, and customer feedback.

• Schedule and chair regular customer meetings to discuss the performance, trends, and feedback.

Process improvement

• Promote a Continuous Improvement mindset, looking for ways to improve processes, customer journey/experience/CSAT etc, and implement solutions to enhance efficiency and customer experience.

Customer feedback analysis

• Gather and analyse feedback from Premium Support customers to identify trends and implement improvements.

• Regularly review ticket data to spot trends/issues and escalate/remediate items as appropriate.

• Review and remediate CSAT feedback.

Continuous Learning and Professional Development

• Provide ongoing training and coaching to the Premium Support team to enhance their skills and knowledge.

• Stay updated with industry trends, keeping abreast of the latest industry developments and best practices in premium customer support.

• Remain up to date with Reapit products, technically skilled to handle tickets as required and coach team members to required competency levels.

• Inform the team of all new information related to products, procedures, and trend

Departmental Processes

• Support the Major Incident Management process – flagging and managing any MIs in line with the Major Incident Management process.

Who we're looking for

At Reapit, we prioritise hiring individuals who share our values and possess the right attitudes and behaviours for success. Whilst some of the listed requirements may be important, don’t worry if you don’t meet all of them, we’d still like to hear from you.

• Delivering against targets

• Reporting and data analysis

• Customer Service experience

• CI mindset

• Ability to use own initiative, make decisions, be proactive

• Excellent communication skills – able to communicate with numerous customer types and management layers, both written and verbal

• Knowledge of the Reapit product suite (desirable)

What your impact and success looks like

As a Premium Support Relationship Manager we expect your success and impact in the early stages of your career with us to look something like this:

Within 1 month:

• Complete onboarding and core product, process and service training, demonstrating a clear understanding of the Premium Support proposition, customer commitments, escalation routes and major incident process.

• Build effective working relationships with Premium Support customers, the support team and key internal stakeholders, and establish regular communication and meeting routines.

• Begin monitoring support queues, SLAs, customer contacts and escalations with appropriate guidance, taking ownership of agreed actions and identifying any immediate risks.

Within 3 months:

• Independently manage day-to-day Premium Support customer relationships, communication channels, service meetings and escalations, ensuring actions are followed through in a timely manner.

• Use support metrics, quality checks and customer feedback to report on performance, identify trends and risks, and agree clear corrective actions with the team and relevant stakeholders.

• Demonstrate measurable progress towards the six-month success criteria by improving queue health, SLA and XLA performance, response and resolution times, and customer satisfaction.

Within 6 months:

• Consistently deliver against the following service performance measures:

• Consistently maintain open ticket volumes within the agreed business-as-usual threshold.

• Achieve agreed average response-time targets.

• Achieve agreed average resolution-time targets.

• Maintain an average customer satisfaction score of at least 4.85 out of 5 .

• Achieve a minimum of 97% compliance against agreed SLAs and XLAs.

• Build trusted relationships with Premium Support customers, demonstrated through effective service reviews, clear ownership of actions and positive customer feedback.

• Identify and implement at least one measurable service or process improvement informed by ticket trends, quality checks or customer feedback.

• Establish a consistent approach to quality assurance, knowledge sharing and coaching, ensuring the team follows agreed procedures and maintains up-to-date product knowledge.

• Confidently coordinate customer communication and support activity during escalations and major incidents, in line with agreed processes.

What’s in it for you?

We operate a Flexible Working Policy and we would like for you to work from our Leeds, London, or Solihull office locations 2 -3 days per week. We’re offering the chance to really make a difference here at Reapit and the opportunity for personal growth is very real. You’ll feel part of a special team. You can expect a highly competitive salary and some great benefits, including:

• 5.5% employer pension contribution

• 20 days annual leave plus a day for your birthday

• Business permitting, we’re closed over Christmas, to give you time back to your friends and family

• Formal and in-house training for your L&D plus access to Go1 – the world’s largest online learning library

• Regular local and companywide social events including Tucker Thursday - mouth-watering cuisine delivered straight to the office doors once a month!

Don't tick all the boxes? Neither do we

We care about our industry and want it to become a more inclusive and diverse place to work. So, we’re driven by hiring not only by experience and relevance for the role but by sharing our values and the right attitudes and behaviours for success. We are committed to Equal Employment Opportunity through attracting and retaining a complementary team of employees and building an inclusive environment for all. We feel we have an empowering environment where everyone is supported and respected, and we want you to feel this too. We welcome new ideas, thinking and approaches, whilst listening to all our employees.