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Customer Resolution Specialist

United Kingdom Employment contract 25800.00 GBP / Year · Job Posted June 29, 2026
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Job Description

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.

Job Responsibility

  • 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

Requirements

  • 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

What we offer

  • Enhanced flexibility and working from anywhere
  • Birthday off
  • Annual wellbeing allowance
  • Discounts portal
  • Private Counselling with a weekly confidential helpline
  • Simplyhealth private healthcare plan
  • £150 Wellbeing Allowance per year
  • Working elsewhere policy (4 weeks per year)
  • Buy and sell annual leave scheme (upto 3 days per year)
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