e.surv Chartered Surveyors

Support Engineer

• Assist Team Leader to develop a trusted service desk the business is proud of
• Maintain a high performing Service Desk and act as an ambassador for IT
• Coordinate, allocate and be responsible for 1st Line team daily duties including JML/Incident/Change and Reporting
• Distribute and assign support tickets to the team, ensuring response SLAs are met
• Provide daily, weekly, and monthly metrics and KPIs to identify improvement opportunities
• Ensure processes are in place, adhered to, and fit for purpose
• Keep records of weekly/monthly Service Desk operations to track customer needs and services provided
• Support induction and onboarding of new starters and handle escalations from end users
• Provide IT support as part of a small Service Desk team handling support phone calls and requests
• Maintain high degree of customer service, take ownership of user problems and follow up status
• Identify improvement opportunities and communicate them to the Service Desk Team Leader
• Assist with assigned projects and tasks and act as go-to for escalations
• Deputise when the Service Desk Team Leader is absent

First Line Support Technician

Administration

• Manage panel suppliers to ensure compliance with required criteria
• Ensure panel suppliers are compliant with RICS professional indemnity criteria and lenders' requirements
• Ensure all scheduled due diligence checks are completed
• Distribute lender guidance and panel application packs as required
• Maintain relevant databases ensuring all data is accurate
• Escalate suppliers who do not meet minimum due diligence/governance criteria
• Identify postcode areas with no coverage and source potential panel suppliers
• Liaise with panel suppliers to ensure maximum availability and SLA adherence
• Work with Work Allocations to find alternative panel suppliers for ad hoc jobs
• Act as a point of escalation to resolve issues with panel suppliers
• Adhere to and manage client report audit processes
• Provide cover for areas of central operations as required
• Ensure company data protection policy and security processes are adhered to
• Provide support to colleagues to meet objectives of e.surv and LSL Group

Panel Supplier Administrator

Manager

• Main Accountabilities: Maintain and enhance e.surv’s outward facing contact for lenders. Attend lender meetings. Deliver regular presentations at lender and regional conferences. Supporting lender clients with technical guidance and their individual policy requirements. Monitor and react to industry news/policy changes. Contribute to articles and analysis of industry press on a range of issues affecting the sector including detailed analysis on key aspects of the housing market. Create and issue regular guidance to external clients. Support Strategic Relationship Managers as requested. Support testing of new workflows, mapping and new technologies. Answer technical queries within SLA agreement. Support Learning and Development in creating learning material for lender compliance. Have an understanding of Audit & Quality compliance. Input on contract renewals/tenders. Support internal risk reports and dashboards used across the business. Become a Subject Matter Expert for your allocated lenders. Contribute to quarter end, month end and key milestone reporting. Use analytical skills to interpret and analyse data, identify trends, and generate actionable recommendations to inform and guide strategic decisions to management. Work closely with Customer Care to mitigate against and reflect on indemnity claims and the Post Valuation Query team to reduce the number of queries into the business.
Knowledge and Expertise: Essential Detailed knowledge of RICS “Red Book” requirements. Knowledge of current trends and emerging issues in the residential surveying and valuation sector. Regular national travel will be required. The ability to interpret Management Information and work with internal IT systems. Desirble Minimum of 5 years’ experience in residential surveying and valuation market. Understanding of the 'end to end' mortgage origination process. Experience Proven experience of working as part of a team of remote and office based qualified surveyors. Experience of producing technical guidance for a wide audience of clients and internal stakeholders. Desire to improve the reputation and success of the business. Demonstrable experience in promoting a culture of compliance within the business. Comply with statutory and legal requirements by observing company policies and procedures.

First Line Support Technician

Panel Supplier Administrator

Technical Surveying Manager