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NEW AGENT
HANDBOOK
A helpful introduction to your new role.
WELCOME!
Welcome to the team!
It is a pleasure to welcome you to PB-Solutions. We are excited to have you join our team. We take great pride in what
we do and we hope you share the same professionalism and enthusiasm as all of our team.
We try our very best to make the job as easy as possible and provide you all the support you need to do the job
properly. We’ve been conducting this type of work since 2009 and we have over 500 agents working for us, there isn’t
anything we haven’t seen or an issue we can’t help resolve. But, If your ever in doubt, my top tip is to - Call the office!
We’re here to help and we hope you enjoy this type of work.
Now, this guide has been written to help you get settled in and answer some of the questions you may have on your
first few jobs. It also includes some very honest advice and tips from one of our most experienced agents. If there is
something that this handbook doesn’t cover just drop me a mail.
Best Regards,
Martyn Blanchard, Director. PB-Solutions.
martyn@pb-solutions.
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PBSolutions New Agent Handbook
PB-Solutions are
instructed by our client
on the online portal
Ops team confirm
appt and address
with client
Ops team will now
contact agents to
ascertain availability
Ops team
allocate to
agent
SO, HOW DOES IT ALL WORK?
Agent will now receive
SMS & email confirming appt details
Agent completes
appt using
checklist
All documents
will now be in
agent portal
Agent closes job
via text message
system
Agent logins in
downloads docs and
checklists
Agent scans
& post
documents
Agent attends appt,
checking whether they
have to pre call client first
Agent adds
tracking no via
text message
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REAL AGENT TIPS
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Be and look professional.
Be polite, even when the client is being cantankerous!
Prepare for the appointment - it will look as if you know what you are doing if you have read the documents first.
Make sure that all electrical equipment is fully charged.
Follow the checklists, especially for the process. i.e. calling ahead, what do to if no one is home or refuses to sign.
NEVER NEVER be tempted to give advice - a little bit of knowledge is a dangerous thing.
Be tempted to answer ‘what if’ questions - they can lead you astray.
Get involved with discussions/arguments with the client - Call the office .
Get frustrated if appointment drags on, making you late for another - it’s your diary, it’s not the clients fault (unless they’re late !).
Don’t be to put off if a job cancels. It happens! Many more will take place.
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Clothing & Equipment : As a minimum you need to wear clean and pressed office wear, - shirt, trousers and jacket for men and the equivalent
for ladies. Many agents actually wear a suit and carry a briefcase. Sportswear, jeans or unkempt clothing will get you
dismissed. Looking smart shows you are treating the client and their paperwork with professionalism & respect.
REAL AGENT TIPS
Recommended Equipment :
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Smart phone with good camera, email and web ability.
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Digital camera.
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Notebook, Pens and mobile sheet scanner (not flatbed) .
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Half a dozen A4 plastic wallets for individual appointment paperwork.
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Sense of humour!
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You can access our portal here:
http://pb-solutions.biz/portal/
PB SOLUTIONS PORTAL SYSTEM
Need your login again:
Email - [email protected]
Quick guide to using the portal:
http://pb-solutions.biz/portal/downloads/agent-guide-1.1.pdf
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Save this number to your mobile as PB-Solutions Text - 07860 021400
To Sign Off:
CLOSE JOBS BY TEXT
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Send to 07860 021400 .
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1234 sign Smith.
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(PBID)(SPACE)(‘sign’)(SPACE)(‘name’)
To Set as Completed or Sent Off:
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Send to 07860 021400.
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1234 sent AG234453637GB.
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(PBID)(SPACE)(‘sent’)(SPACE)(‘tracking number’)
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PB Solutions Agent Obligation:
AGENT OBLIGATIONS
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Data Protection. You are not allowed to use the information provided other than to complete the
job required. Unless you want a big fine and a criminal record.
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Don’t advise the client in any capacity. Call the office if the client refuses to proceed.
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Don’t move appointments - Ever.
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Be Smart & professional.
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Not Sure? Running late? Struggling?? - Call the office.
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So you want paying too! Heres how it works:
HOW WE PAY YOU
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We pay weekly.
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Three weeks in arrears.
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Your responsible for any Tax or NIC.
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Make sure you have provided us your bank details on the portal.
*
You’re not required to invoice us, we operate a self bill system.
You’ll receive an email each week with a statement. These are also available in the portal.
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How to prepare your ID Card photo:
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YOUR PBS ID CARD
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Take headshot with plain background.
Ensure that format of photograph is of the following: Jpg or png or gif. Any other format will not be accepted on our portal.
Upload photographs of your I.D such as passport or driver’s license, these cannot be used.
Take a photograph of a photograph, they aren’t good enough.
Use social photographs i.e. at a bar, on the beach. This is not a social media site.
Once you have taken a suitable photograph you can upload it to your profile by doing the following:
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Log into your online portal.
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Click onto ‘profile’. (This will show all of your details).
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In the top section of User details check if a photograph appears on the right side of the screen.
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If no photograph appears then please click the browse button to select a photograph from your computer and upload.
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Any questions whatsoever, it’s always better to ask.
Operations :
HOW TO GET IN CONTACT
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Telephone: 0151 649 3450
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Email: [email protected]
Out of Hours :
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Telephone: 07817 630410
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SMS: PB-Solutions Text - 07860 021400
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What we do:
We sign documents! Mainly for two key sectors. Financial & legal. The type of work we complete can vary from the
glamorous; signing finance documents for someone buying a Bentley... to the other end of the scale, helping someone
complete their paperwork for bankruptcy. In between, we cover people transferring their pensions, RTA personal injury
claims through to secured loans and re-mortgages.
We don’t provide advice or sell anything. In essence, we are a very niche /specialist logistics business.
FREQUENTLY ASKED QUESTIONS
Why we exist:
The firms that we represent spend a great deal of money generating their customers from numerous but not
exhaustive channels like; TV, radio, newspaper advertising and call centres. If they we’re reliant on their customers
completing the paperwork under their own steam and posting it back, they would probably only see 10% of it back,
and what was returned would take 6 weeks and be incorrectly filled in. - So, PB-Solutions is instructed to attend and
complete the paperwork correctly and get it back fast. This allows them to have customer conversion rates of 75+%.
You can run a successful business nationwide with customer returns like that, unlike 10%.
I also know that many of the businesses we represent operate without a high street presence, so having someone turn
up smart and professional to help their client adds to their consolidation process.
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About us:
What we pay and how we pay:
As a business we have approx. 500 self-employed agents that work for us. They come from a variety of backgrounds. We
The average payment per job is £25. The pay range is actually £21 - £30. The lower end is normally a one page document or
have many ex police or forces and former financial advisors. We also have people from different career backgrounds that
just a collection of an envelope. The higher end is perhaps a 20 page document that will perhaps require running through
display the appropriate skills and attributes to complete the job professionally.
with the client. We expect our agents to operate in a 15 - 20 mile radius of their home address. If we ask you to travel further
we will pay you the extra costs. We also pay if the customer isn’t at home and you will also be paid if the customer has a
We also have 10 full time staff based in our Operations offices in Wirral and you are welcome to visit anytime. We make a
change of heart and refuses to sign as long as you inform us whilst you at the appointment.
half decent coffee if that’s any incentive!
We pay fast. In fact we are the quickest payers amongst our competitive peers. We pay weekly but 3 weeks in arrears. So, once
Where you fit in:
you’ve done the first 3 weeks as long as you do work for us every week you’ll be paid every week. You won’t need to invoice
us, we will send you a weekly PDF statement by email. You are responsible for any tax or NI that may be owed.
You may think an agent in Birmingham or Manchester would be the busiest with appointments, and to a certain degree
you’re right, but on the flip side, if you are our only person in the middle of nowhere, you could be equally as busy. It’s swings
and roundabouts. As a business though, we are the busiest we have ever been in 5 years. Hence the recruitment drive.
How it works:
We have a full online booking system. We are instructed on that. We then call the appointments and confirm all the details.
Our allocations team will then contact the agent that is located nearest to the address and check their availability. If that’s
you, and you accept the job, it will be sent over. You will receive an email with all the appointment details and a text with
the date and time. You will then have to access to the online system to download the documents to print along with any
associated checklists. You attend the appointment, sign it and post the documents back.
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What we expect :
As a business we have approx. 500 self-employed agents that work for us. They come from a variety of backgrounds. We
have many ex You to be smart, professional and not provide any advice. Just follow the instructions provided. It is a relatively
easy role if I’m very honest.
Summary:
I have tried my very best to give you an outline of what we do, how we do it and why. I hope it helps. In a nutshell, we are
medium sized business that has a very niche logistics service. We take pride in what we do, we care about the people that
work for us and we strive to do better and grow substantially.
Any questions, drop me a mail.
Martyn Blanchard Director - PB Solutions [email protected]
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PB-Solutions, 3 Crewe Rd, Sandbach, Cheshire.
0845 652 4428 | [email protected] | www.pb-solution.biz