We are seeking an experienced and highly organised Senior Service Delivery Consultant to join our Service Operations team. In this role, you will be responsible for maintaining a consistently high standard of service for our clients, with a particular focus on investigating and resolving complaints in a fair, balanced and timely manner.
This is a senior position within the Service Delivery function. Alongside managing complex complaints and escalations, you will act as a deputy for the Service Delivery Manager when required and provide structured support, mentoring and guidance to colleagues across the team. You will help drive consistency, quality and accountability in service delivery standards.
Your day-to-day work will centre on managing complaints from receipt through to resolution, ensuring outcomes are clearly communicated, professionally handled and accurately recorded. You will play a key role in protecting client relationships, identifying service risks early and contributing to continuous improvement across the department.
You can find up-to-date information about our services on our website. In short, we are a PropTech company that enables property professionals — including estate agents, online agents, property managers, social housing providers and landlords — to outsource property viewings, inspections and more.
Because this is a fully remote role, a minimum of two years’ experience working from home is essential, along with a professional and distraction-free home office set-up. This must be a dedicated room or space that can be closed off from other household members and interruptions. Working from kitchen counters, dining tables or dressing tables will not be suitable.
To be successful in this role, you will:
- Demonstrate excellent verbal and written communication skills, with a calm, confident and professional telephone manner.
- Have strong administrative capability, with meticulous attention to detail and accurate record-keeping.
- Be highly organised, with the ability to manage multiple priorities and remain composed under pressure.
- Take ownership of complex cases and demonstrate sound judgement when making decisions.
- Be confident supporting, guiding and constructively challenging colleagues where required to maintain standards.
- Be technically confident and comfortable working across digital systems and in-house platforms.
Previous Experience
- A proven background in client-facing roles, including complaints handling and customer service management, is required.
- Experience in identifying trends, analysing customer feedback and improving journeys, while turning complaint data into actionable insights.
- Experience operating at a senior level within a service-driven or technology-led environment (such as PropTech, SaaS, property or similar) would be advantageous.
Senior Service Delivery Consultant employer: Viewber
As a leading PropTech company, we pride ourselves on fostering a supportive and dynamic work environment that prioritises employee growth and development. Our fully remote Service Delivery Consultant role offers the flexibility to work from home while ensuring you are equipped with the tools and resources needed to excel in managing client relationships and service standards. Join us to be part of a culture that values innovation, accountability, and continuous improvement, all while making a meaningful impact in the property industry.
