iamproperty
Customer Relations and Complaints Specialist
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About iamproperty
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.
Benefits
What can we offer you?
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
- SimplyHealth private healthcare plan
- £150 Wellbeing Allowance per year
- Working elsewhere policy (4 weeks per year)
- Buy and sell annual leave scheme (up to 3 days per year)
Role: Customer Service Specialist
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Responsibilities
- 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
Requirements
- 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
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Next Steps
We would love to hear from you if you are interested in this opportunity! Once you have clicked apply and submitted your application, if successful, a member of the Recruitment team will be in touch to chat more!
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!
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