Customer support role assisting clients with property management software. Responsibilities include handling customer inquiries and providing administrative support in a hybrid work environment.
About the role
- Senior Customer Care Agent handling high-priority escalations within a global customer care environment. Ensuring timely resolutions and compliance with regulations in a fast-paced setting.
Responsibilities
- Manage and resolve the most complex and high-priority customer complaints.
- Act as an escalation point for critical issues, ensuring fair and timely resolutions.
- Maintain compliance with industry regulations and company policies.
- Liaise with internal teams, external stakeholders, and regulatory bodies to investigate and resolve disputes effectively.
- Identify trends in escalations and contribute to process enhancements that drive better customer outcomes.
Requirements
- Proven experience in an escalation or senior complaints handling role, ideally within a regulated industry.
- Strong understanding of complaint resolution processes and best practices.
- Familiarity with regulatory requirements and industry standards (e.g., FCA, FOS, GDPR, or equivalent regulatory bodies).
- Experience in handling complex and high-risk cases, including those referred to ombudsman services or legal teams.
- Ability to conduct root cause analysis to identify trends and contribute to process improvements.
- Excellent communication skills – both written and verbal, with the ability to draft clear, professional, and empathetic responses.
- Strong problem-solving and analytical skills, with the ability to assess complex cases and make fair, well-reasoned decisions.
- Negotiation and conflict resolution abilities, ensuring positive outcomes for both customers and the business.
- Ability to manage multiple cases simultaneously and work efficiently under pressure.
- Attention to detail, ensuring all responses are accurate, compliant, and well-documented.
- Confidence in using CRM systems and case management tools to track and report on escalated complaints.
Benefits
- Healthcare
- Well-being
- Parental leave
- Pensions
- Generous annual leave allowances
- Time off to support a charitable cause
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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