The Customer Service Advisor role at Douglas and Gordon is a vital part of ensuring client satisfaction and fostering long-term relationships in the real estate sector. This position requires excellent communication skills, problem-solving abilities, and a customer-focused mindset. Customer Service Advisors act as the first point of contact for clients, handling inquiries, resolving issues, and supporting the sales and lettings teams to deliver a seamless experience. The role typically offers a competitive salary ranging from £22,000 to £28,000 per year, with opportunities for bonuses based on performance.
20 interview questions and answers for Douglas and Gordon Customer Service Advisor
1. Why do you want to work as a Customer Service Advisor at Douglas and Gordon?
I admire Douglas and Gordon’s reputation for exceptional client service and innovation in real estate. I want to contribute my communication skills and problem-solving abilities to support the team and enhance customer satisfaction.
2. How do you handle difficult customers?
I remain calm, listen actively to understand their concerns, empathize with their situation, and provide clear, practical solutions while maintaining professionalism.
3. Can you describe a time you went above and beyond for a customer?
In my previous role, I once stayed late to assist a customer with an urgent issue, coordinating with different departments to ensure a timely resolution and positive outcome.
4. How do you prioritize tasks in a busy work environment?
I use a to-do list, prioritize tasks based on urgency and impact, and remain flexible to adapt to changing demands while keeping communication open with my team.
5. What do you know about Douglas and Gordon’s services?
Douglas and Gordon specializes in residential sales and lettings with a strong focus on personalized customer service and innovative marketing strategies.
6. How do you ensure accuracy when handling client information?
I double-check all details, use company CRM systems carefully, and follow data protection guidelines to maintain accuracy and confidentiality.
7. How would you deal with a situation where you don’t know the answer to a client’s question?
I would be honest with the client, assure them I will find the correct information, and promptly consult colleagues or resources before following up.
8. Describe a situation where you had to manage conflicting priorities.
At my last job, I balanced urgent client requests and administrative duties by communicating clearly with all parties and allocating time slots effectively.
9. How do you maintain motivation during repetitive tasks?
I set small goals, remind myself of the bigger picture, and focus on the impact my role has on customer satisfaction.
10. How would you handle a complaint about a delayed property viewing?
I would apologize sincerely, explain the cause of the delay if possible, and offer alternatives or compensation while keeping the client informed.
11. What communication skills are most important for this role?
Active listening, clarity, empathy, patience, and the ability to convey information in a friendly yet professional manner.
12. How do you stay updated with company policies and industry trends?
I regularly review internal communications, attend training sessions, and follow real estate news and professional groups online.
13. Tell me about a time you worked successfully within a team.
I collaborated with colleagues on a client handover project, coordinating tasks and sharing information to ensure smooth continuity.
14. How do you handle feedback or criticism?
I view feedback as an opportunity to grow, listen carefully, reflect on the points raised, and implement changes constructively.
15. Describe your experience with CRM software or other customer management tools.
I have used various CRM platforms to log customer interactions, update records, and track follow-ups efficiently.
16. How would you manage a situation where a client is unhappy with a property recommendation?
I would listen to their concerns, ask clarifying questions to understand preferences better, and suggest alternative options aligned with their needs.
17. What do you think makes excellent customer service in real estate?
Personalized attention, timely communication, transparency, and anticipating client needs throughout their journey.
18. How do you ensure confidentiality and data protection?
By following company policies, securing physical and digital information, and being mindful of privacy in all communications.
19. Can you give an example of how you managed stress in a fast-paced environment?
I prioritize tasks, take short breaks when possible, and focus on one task at a time to maintain quality and composure.
20. Why should Douglas and Gordon hire you?
I bring a strong commitment to client satisfaction, excellent communication skills, and a proactive approach that aligns with Douglas and Gordon’s values.
Final tips and encouragement for your interview
Preparing well for your Douglas and Gordon Customer Service Advisor interview is key to success. Research the company thoroughly, practice answering common questions aloud, and come ready with your own questions for the interviewers. Remember to dress professionally, arrive on time, and maintain a positive attitude throughout. Confidence, authenticity, and a genuine interest in helping clients will set you apart. Good luck—you’ve got this!