Customer Support Analyst

Please note this is a Fixed Term Contract vacancy, to start ASAP until end of May 2027.

What you’ll be doing:

• Handle incoming customer contact through our support channels, ensuring all interactions meet agreed Service Level standards.
• Accurately log incidents and service requests in the support ticketing system.
• Assess and categorise tickets based on their severity and urgency to prioritise resolution effectively.
• Manage your own queue and 1st Line support tickets, ensuring timely updates and progress tracking.
• Deliver first-contact resolutions whenever possible to minimise customer downtime.
• Provide exceptional, customer-focused support that ensures every interaction with Reapit is a positive experience.

Who we’re looking for:

• Customer Service Experience – at least 1 year in a customer-facing or support role.
• Strong Communication Skills – confident and clear in both written and verbal interactions.
• Service Level Awareness – experience working to SLAs and achieving personal or team KPIs.
• Problem-Solving Ability – proactive in identifying issues and finding effective solutions.
• Team Player Mindset – supportive, collaborative, and adaptable to a fast-paced environment.
• Independent Working Skills – able to take initiative and manage your own workload.
• Decision-Making Confidence – capable of making sound judgments in a customer support setting.

Desirable (but not essential):

• ITIL Foundation V4 certification.
• Knowledge or experience within the Estate Agency or Lettings industry.

What your impact and success looks like:

• Within 1 month: Gain a solid understanding of the role, responsibilities, and key processes of a Senior Customer Support Associate. Build familiarity with our systems, tools, and customer support workflows.
• Within 3 months: Apply your growing knowledge to triage tickets, identify root causes, and deliver effective solutions — with guidance from your teammates. Consistently resolve ~10 tickets per day, maintaining quality and customer satisfaction.
• Within 6 months: Successfully achieve the required pass mark in the role competency assessment. Confidently work independently to resolve ~25 tickets per day. Make meaningful contributions to the success of your team and the wider department.

What’s in it for you:

• We operate a Flexible Working Policy and we would like for you to work from our Solihull office, 3 days a week.
• We’re offering the chance to really make a difference here at Reapit and the opportunity for personal growth is very real.
• You’ll feel part of a special team.
• You can expect a highly competitive salary and some great benefits, including:
• 20 days annual leave (plus a day for your birthday), increasing by a day for every year worked (capped at 24 days).
• Business permitting, we’re closed over Christmas, to give you time back to your friends and family.
• Formal and in-house training for your L&D plus access to Go1 – the world’s largest online learning library.
• Health benefits including Gym Flex, annual flu vaccinations and many others.
• Season ticket loan.
• Regular local and companywide social events including Tucker Thursday - mouth-watering cuisine delivered straight to the office doors once a month!
• Opportunity to participate in retail benefits and savings.

Don’t tick all the boxes? Neither do we.

We care about our industry and want it to become a more inclusive and diverse place to work. So, we’re driven by hiring not only by experience and relevance for the role but by sharing our values and the right attitudes and behaviours for success. We are committed to Equal Employment Opportunity through attracting and retaining a complementary team of employees and building an inclusive environment for all. We feel we have an empowering environment where everyone is supported and respected, and we want you to feel this too. We welcome new ideas, thinking and approaches, whilst listening to all our employees.