At a Glance
- Tasks: Resolve customer complaints and ensure positive outcomes through effective communication.
- Company: Join Yopa, a forward-thinking estate agency with a focus on customer care.
- Benefits: Up to £26,500 salary, hybrid work, generous holidays, and performance bonuses.
- Other info: Enjoy company socials and wellness support while growing your career.
- Why this job: Make a real difference in customer experiences while working in a supportive environment.
- Qualifications: Experience in complaints handling, strong communication, and problem-solving skills required.
The predicted salary is between 26500 - 26500 £ per year.
12 month fixed term contract | Maternity cover
Up to £26,500 base salary + monthly commission
Hybrid working | 2 days in the office, 3 days working from home
About Yopa
Our purpose is to become the Estate Agent of choice by proudly and sustainably delivering for our customers, our local communities and each other. We combine a high end, personal estate agency experience with innovative, market leading technology that gives customers visibility throughout their property journey, supported by our network of professional local estate agents. Our culture is just as important as what we do. We care deeply, do the right thing, execute with excellence and are frank and fearless in how we work.
We are looking for an experienced Customer Resolutions Advisor to join our team on a temporary basis, providing maternity cover for the current postholder. This is an excellent opportunity for someone who enjoys solving problems, investigating issues and making a genuine difference to customer experiences.
What you'll be doing
- Investigate and manage customer complaints, gathering the right information and evidence to understand what has happened.
- Take ownership of cases through to resolution, keeping customers informed and managing expectations along the way.
- Use our CRM systems to accurately record, track and manage complaint cases.
- Communicate clearly and confidently with customers, both verbally and in writing.
- Draft professional and well considered final viewpoint letters.
- Work closely with teams across the business to find appropriate solutions and achieve positive customer outcomes.
- Handle inbound calls to the Resolutions team when required.
- Escalate complex or high priority complaints appropriately.
- Work within our internal procedures and SLAs, ensuring cases are progressed and closed within target.
- Support the recovery of overdue fees on complaint related accounts where appropriate, balancing effective account management with positive customer outcomes.
- Work collaboratively with our Collections team to support the ongoing success of our Pay Later products.
- Identify recurring issues, trends and opportunities to improve our processes and customer experience.
- Provide support to wider customer operations teams, including Collections and Back Office, as business priorities change.
In short, you'll be someone who can take a difficult customer situation, understand what has gone wrong, find a sensible solution and communicate it confidently.
What we're looking for
- Previous experience in a complaints or resolutions environment is essential.
- Excellent written and verbal communication skills.
- Strong investigation, analytical and problem solving abilities.
- The ability to manage multiple cases at once, prioritise effectively and work to closure targets.
- Strong influencing and negotiation skills.
- Excellent stakeholder management skills and the ability to build positive working relationships.
- A calm, professional and customer focused approach, particularly when dealing with challenging situations.
- The confidence to work independently and manage your own workload in a hybrid environment.
- Experience using CRM systems and other digital tools.
- A proactive approach and a willingness to support colleagues across the wider customer operations function.
- Experience within the property industry would be beneficial, but isn't essential.
Why Yopa?
You'll be joining a business where your work has a direct impact on our customers and where there's plenty of opportunity to make a difference. We offer:
- Up to £26,500 annual salary, plus monthly commission
- Hybrid working, with 2 days in the office and 3 days working from home
- Dedicated training and development
- Generous holiday allowance
- Performance related bonus opportunities
- Service discounts for you, your family and friends
- Wellbeing discounts across food, retail and travel
- Sickness and mental health support
- Refer a friend bonus scheme
- Company socials and opportunities to celebrate our successes
Ready to make a difference?
If you're an experienced complaints professional who enjoys getting to the bottom of problems, finding solutions and delivering great customer outcomes, we'd love to hear from you. Apply today and tell us about your experience and what you could bring to the Yopa team.
Customer Resolutions Advisor (Maternity Cover) in Hinckley employer: Yopa
Yopa is an exceptional employer for aspiring Property Agents, offering a unique opportunity to build your own business as a Territory Owner while being part of a supportive and innovative team. With fantastic lead generation, multiple revenue streams, and ongoing training, you can thrive in a flexible work environment that values autonomy and personal growth. Join us in revolutionising the estate agency industry with our award-winning service and enjoy the benefits of working with one of the largest brands in the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolutions Advisor (Maternity Cover) in Hinckley
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Yopa.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Yopa. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Resolutions Advisor (Maternity Cover) in Hinckley
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Yopa.
How to prepare for a job interview at Yopa
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Yopa's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Yopa offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
