Customer Support Specialist Job at Social Value Portal Ltd (London)

Customer Support Specialist

Social Value Portal Ltd

Location:
United Kingdom , London

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

Save Job

Apply Position

Job Description:

As part of the Technical Support team, you’ll ensure client property listings are accurately processed and displayed on the OnTheMarket website, while handling queries and complaints from both clients and consumers. You’ll support estate and letting agents using OnTheMarket Expert, our secure platform for managing listings, enquiries, and reporting, and act as a product champion with strong system knowledge. The role also involves working closely with third-party software providers, internal product and development teams, and staying up to date with ongoing website enhancements to ensure a smooth customer experience.

Job Responsibility:

Provide technical and customer support to estate and letting agents via inbound and outbound calls, email, and occasional face-to-face meetings
Liaise with clients and their third-party software providers to establish and maintain automated data connections, assess data quality, and resolve issues
Confidently support customers across calls and email, managing a varied workload in a fast-paced environment with strong time management
Investigate and resolve queries raised by clients, consumers using the OnTheMarket website, and internal colleagues, communicating solutions clearly and managing expectations
Analyse raw data from feed providers and work with clients, suppliers, developers, and internal technology teams to diagnose and resolve technical issues
Monitor and manage tickets within the ticket management system, ensuring issues are prioritised and progressed effectively
Proactively audit client accounts to identify and resolve potential issues
Independently troubleshoot live service issues, clearly documenting investigations and resolutions, and sharing knowledge with colleagues where appropriate
Support new product rollouts, system enhancements, and ad-hoc projects as required
Maintain consistently high standards of customer service in all interactions

Requirements:

Previous call centre or customer support experience, comfortable handling both inbound and outbound calls
Proficient in: Microsoft Suite (Apps), Zoho CRM, and Zoho Desk
Knowledge of all major internet browsers, e.g. Internet Explorer, Edge, Chrome, Firefox and Safari
Strong written and verbal communication skills, with confidence in providing email-based support and troubleshooting
Excellent time management and prioritisation skills
Demonstrate interest in real estate industry
Able to work effectively under pressure within a busy, fast-moving environment
Proactive problem-solver who works well in teams or autonomously, grasping concepts quickly and clearly
Able to make decisions independently throughout the problem-solving process
Must have excellent attention to detail, be self-motivated, organised, flexible and approachable
Bachelor's degree or equivalent experience

What we offer:

Full private medical cover
Dental cover
Life Assurance and member rewards
28 days annual leave
Competitive pension
Season ticket loans
Enhanced maternity and paternity pay

Additional Information:

Job Posted:
April 23, 2026

Employment Type:

Fulltime

Work Type:

On-site work

Social Value Portal Ltd - All Job Offers

Job Link Share: