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 to build relationships and grow their businesses for more than 25 years. Our technology connects property professionals in Europe, the Middle East, Australia, and New Zealand with buyers, sellers, tenants and landlords to power the relationships that change lives.

In the United Kingdom and Ireland, Reapit’s market-leading technology product suite provides estate and lettings agents with powerful tools covering lead generation, sales, lettings, property management, block management, client accounts, key management and analytics, underpinned by a robust, security infrastructure.

Worldwide, Reapit technology is used by over 78,000 agents in more than 15,000 branches, with over a million properties under management; enabling them to run their businesses, identify opportunities for growth, manage their properties, collect rent, communicate with their clients, and deliver an outstanding customer experience, every time.

What you’ll be doing

Reporting to the Service Control Team Manager, you’ll be involved in:

• Managing incoming contact from the Customer via our support channels and in accordance with Service Levels
• Working on Requests in the support ticketing system
• Categorisation of Requests with respect to their severity and urgency
• Management of personal queues of open tickets
• Aiming for First Contact Fix of Requests
• Providing a world class service to our customers, ensuring that every contact with Reapit is a positive experience

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.

• Customer Service - 1 year or more
• Communication skills – both written and verbal
• Experience of working to team Service Levels & personal KPI’s
• Problem Solving
• Teamwork
• Decision Making
• Ability to work independently and contribute as part of a team
• ITIL Foundation V4 (desirable)
• Knowledge of the Estate Agency/Lettings business (desirable)
• IT literate
• Knowledge of MySQL (desirable)

What your impact and success looks like

As a Service Control Analyst, we expect your success and impact in the early stages of your career with us to look something like this:

Within 1 month:

• Understanding the roles and responsibilities of a Service Control Analyst.

Within 3 months:

• Applying acquired skills and knowledge to triage tickets, identify root cause and apply solutions to resolve, with the support of the wider team.
• Resolve 10 tickets per day.
• Achieving required pass mark in role competency assessment.
• Contributing towards the success of the team and wider department.

What’s in it for you?

We operate a Flexible Working Policy and we would like for you to work from our Solihull office, 3 days a 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) increasing by a day for every year worked (capped at 24 days)
• 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 worlds largest online learning library
• Health benefits including Gym Flex, annual flu vaccinations and many others
• Season ticket loan
• Regular local and companywide Zest! 

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.