At a Glance
- Tasks: Manage customer complaints and escalations, ensuring timely resolutions and clear communication.
- Company: iamproperty, a creative and diverse team transforming the property industry.
- Benefits: Flexible working, wellbeing allowance, birthday off, and discounts portal.
- Other info: Join a dynamic environment with opportunities for personal and professional growth.
- Why this job: Make a real difference in customer experiences while working remotely with a supportive team.
- Qualifications: Experience in handling complex complaints and excellent written communication skills.
The predicted salary is between 31500 - 38500 £ per year.
We founded iamproperty to do the things no one else was doing, but we’ve grown because we have the best people. It’s our team who drive our success and help make our culture unique, creative, and filled with personality.
With over half our staff working remotely, location is not an issue either. Hiring people from all over the country has enabled us to broaden our reach, further adding to our diverse mix of teammates. We currently have over 750 talented members of staff who share one vision, working together to transform the property industry and helping our Partner Agents succeed!
From CRM and auction to compliance, onboarding and conveyancing, our solutions work behind the scenes to give agents choice and control. We’re already working with over 7,000 UK Estate Agency branches to accelerate their success today, with a market leading ecosystem of solutions that ensures they have everything they need to manage their business, team and clients.
What can we offer you?
- Enhanced flexibility and working from anywhere
- Your birthday off
- Annual wellbeing allowance
- Private counselling with a weekly confidential helpline available
- £150 Wellbeing Allowance per year
- Working elsewhere policy (4 weeks per year)
- Buy and sell annual leave scheme (up to 3 days per year)
What will you be doing as a Customer Service Specialist?
- Manage a portfolio of complex customer complaints and escalations, taking ownership from initial investigation through to resolution
- Conduct thorough investigations, gathering evidence from multiple internal stakeholders to ensure fair, balanced and timely outcomes in line with agreed SLAs
- Prepare clear, professional and well-reasoned formal outcome letters, communicating investigation findings and resolutions with empathy and accuracy
- Collate documentation and prepare submissions for the Property Ombudsman, Head of Compliance and Accounts where required
- Respond to customer enquiries and complaint escalations received via email, telephone, webforms, online chat and social media
- Investigate customer feedback received through review sites, social media and direct channels, identifying root causes and appropriate resolutions
- Build strong relationships with teams across the business to resolve complex cases and improve the overall customer experience
- Identify recurring complaint trends, providing insight and recommendations to help improve processes and prevent future issues
- Maintain accurate case records and management information to support reporting, compliance and continuous improvement initiatives
What are we looking for?
- Proven experience managing complex customer complaints or escalated casework from investigation through to resolution
- Experience producing detailed, professional outcome letters that clearly communicate investigation findings, decisions and resolutions
- Excellent written communication skills, with the ability to present complex information in a clear, balanced and customer-focused way
- Strong investigative skills with the ability to analyse information, assess evidence and make fair, evidence-based decisions
- Confident handling sensitive and challenging conversations with professionalism and empathy
- Experience working collaboratively with multiple stakeholders, including teams such as Compliance, Legal or Accounts, to resolve complex issues
- Strong organisational skills with the ability to manage multiple ongoing cases while meeting service level agreements
- A proactive mindset, with the ability to identify trends, recommend improvements and help reduce future complaints
- Resilient, adaptable and comfortable working in a fast-paced environment where no two cases are the same
We encourage people of all backgrounds, identities and abilities to apply. We are committed to creating an accessible and inclusive experience for all candidates - if you need any reasonable adjustments to support your application or interview process, just let us know how we can help!
Thank you for the initial interest in joining iamproperty and we wish you luck moving forward in your application process!
Customer Relations and Complaints Specialist employer: iamproperty Group
At iamproperty, we pride ourselves on being an exceptional employer, fostering a unique and creative work culture that thrives on diversity and collaboration. With flexible working arrangements, including remote options and a supportive environment that prioritises employee wellbeing, we offer numerous growth opportunities for our team members. Join us in Bristol, where you can make a meaningful impact in the property industry while enjoying a range of benefits designed to enhance your professional journey.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relations and Complaints Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at iamproperty Group. 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 iamproperty Group 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 Customer Relations and Complaints Specialist
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 iamproperty Group:Your cover letter is your chance to shine! Tell us why you want to work at iamproperty Group 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 iamproperty Group!
How to prepare for a job interview at iamproperty Group
✨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.
