Customer Resolution Specialist

Location:

United Kingdom

We’re proud to offer a benefits package that supports our team in work and life. From enhanced flexibility and working from anywhere to your birthday off, an annual wellbeing allowance and our own discounts portal.

• 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 (upto 3 days per year)

• Handle inquiries, resolve issues and ensure that every customer has a positive experience with our company
• Effectively resolve complaints and escalations ensuring full investigation and resolution within SLAs agreed
• Collate documents and submissions for the Property Ombudsman, Head of Compliance and Accounts when necessary
• Respond to enquiries received via webforms, online chat, telephone calls or emails
• Acknowledge and investigate client feedback via social media, review sites and received direct
• Provide feedback to colleagues or Line Managers as required, including trend analysis
• Assist with customer service projects, ad-hoc requests and activities as and when required
• Ensure reports and files are updated, providing vital management information, and informing change

• Previous experience in complaints handling and resolution is essential
• Excellent written and verbal communication skills, with the ability to handle challenging conversations
• Strong investigative and problem‑solving skills with a customer‑first approach
• Ability to manage complex or sensitive cases through to fair resolution
• Experience working collaboratively with teams such as Compliance, Legal and Accounts
• Skilled at recognising trends in feedback and suggesting process improvements
• Resilient, adaptable, and able to thrive in a fast‑paced environment