At a Glance
- Tasks: Manage customer complaints and support branch teams to ensure excellent service.
- Company: Award-winning property company with a focus on growth and development.
- Benefits: Competitive salary, generous holiday allowance, and career advancement opportunities.
- Other info: Remote work with quarterly travel for team meetings.
- Why this job: Join a supportive team and make a real difference in customer care.
- Qualifications: Experience in lettings, strong communication skills, and a proactive approach.
The predicted salary is between 30000 - 40000 £ per year.
- Customer Care Associate
- Brand: LRG
About Us
LRG are an award-winning national property company, who are going through exciting periods of growth and offer tailored training and development programmes at all levels.
With over 300 branches across England and Wales we have a reputation for perfection and delivering an outstanding customer experience.
Investment in people is built into our culture, and there are opportunities for driven individuals to achieve their career aspirations within the company.
Job Summary and key responsibilities
As a Customer Care Associate, you'll play a key role in managing and resolving customer complaints, supporting branch teams, and maintaining the Group's reputation for excellent service.
Working closely with the Customer Care Manager, you'll handle complex complaints, provide expert guidance, and ensure service standards are met consistently across the business.
Key Responsibilities
- Provide administrative and technical support to the Customer Care Manager and Director of Customer Support and Engagement
- Manage the Customer Care email inbox to allocate emails using the colour coding system
- Review complaints and where appropriate referring cases directly to a Regional Director for prompt response to prevent escalation
- Accurate recording of complaints received across the Group, issue acknowledgements, and ensure all LRG's Service Level Agreements are met
- Promptly answer the Customer Care phone line in a professional and helpful manner
- Manage the outstanding complaints and chase internally to ensure LRG's Service Level Agreements are met
- Hold video meetings with senior staff to offer guidance on Stage One complaints and escalate appropriately for Stage Two cases
- Assist the Customer Care Associates to support them in responding to Stage Two and Three complaints
- Investigate and collate data for Stage Two and Stage Three complaints
- Communicate directly with complainants to work towards swift and fair resolutions
- Draft high-quality written responses for Stage Two and Stage Three complaints
- Assist with managing communications with The Property Ombudsman (TPO) and oversee the administration of TPO complaints
- Support the monitoring and management of social media reviews and messages.
- Assist in the administration and management of Reputation. com to maintain the Group's online presence.
- Maintain a thorough working knowledge of LRG's systems, procedures, and business variations.
- Keep up to date with industry legislation and regulatory changes.
What are we looking for
- Extensive knowledge of the lettings industry, supported by significant hands-on experience.
- Exceptional attention to detail and clear, professional communication skills.
- Propertymark Level 3 qualification (or currently working towards it/willing to complete).
- Strong reporting skills, with the ability to extract and present data effectively in Excel.
- Excellent administrative and letter-writing abilities.
- Confident problem-solver, capable of managing legal and procedural queries from branch staff.
- Collaborative team player with a proactive approach.
- Proficient in Microsoft Office applications.
What we can offer you
- Proven track record for career growth and advancement within the company
- Market leading training and ongoing professional development
- Supportive and collaborative team environment
Benefits
- Competitive base salary and Commission structure
- Quarterly and yearly awards
- Salary sacrifice pension scheme
- Generous Holiday allowance, increasing by 1 day per year based on service up to an additional 5 days holiday per year
LRG are an equal opportunities employer and encourage candidates of all backgrounds to apply.
We look forward to welcoming a dedicated individual to our team who shares our commitment to excellence in the Real Estate Industry.
LRG does not engage the services of Recruitment agencies for the purpose of hiring.
All job openings are managed directly by our Internal Recruitment team.
We do not accept unsolicited CVs or candidate referral from Recruitment agencies, and any such submissions will not be considered.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Care Associate in Blackpool
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Grabjobs. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Grabjobs before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Customer Care Associate in Blackpool
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Grabjobs:Your cover letter is your chance to shine! Tell us why you want to work at Grabjobs specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Grabjobs!
How to prepare for a job interview at Grabjobs
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
