Partner Service Delivery Consultant

We are seeking an organised, confident and solutions-focused individual to join our Service Operations Team. This is an exciting opportunity to support one of Viewber's strategic partners by managing complaints relating to property viewing services delivered on their behalf. As this is a new initiative, the successful candidate will play an important role not only in investigating and resolving complaints, but also in helping to shape, develop and continuously improve the complaints process as it evolves. Working closely with internal stakeholders and our strategic partner, you will be responsible for conducting fair and thorough investigations, identifying trends, recommending improvements and ensuring complaints outcomes are delivered professionally and efficiently. The ideal candidate will be a natural communicator, comfortable and confident speaking with a variety of stakeholders. You should be highly organised, commercially aware, solutions-focused and passionate about delivering excellent customer outcomes. You can find up-to-date information about our services on our website. In short, we are a PropTech company that enables property professionals, including estate agents, online agents, property managers, social housing providers and landlords, to outsource property viewings, inspections and more. To thrive in this role, you'll need to be highly organised, adaptable and motivated by delivering excellent service. We're looking for someone who enjoys problem-solving, can manage sensitive situations professionally and is comfortable working in a developing environment where processes will continue to evolve. Because this is a fully remote role, a minimum of two years' experience working from home is essential, along with a professional and distraction-free home office set-up. This must be a dedicated room or space that can be closed off from other household members and interruptions. Unfortunately, working from kitchen counters, dining tables or dressing tables won't be suitable. Essential skills and attributes Excellent verbal and written communication skills, with a professional and empathetic approach. Strong investigative and problem-solving skills. Excellent administrative skills and attention to detail. Ability to manage multiple priorities and remain calm under pressure. Strong judgement and the ability to make balanced, evidence-based decisions. Confidence working independently and taking ownership of processes. Previous experience Previous experience handling complaints, investigations,escalationsor customer resolutions is essential for a minimum of two years. Experience handling complaints within property oron behalf of PropTech providers would be advantageous. Experience helping to create, improve or embed operational processes would be highly desirable. Main Responsibilities Managing complaints received on behalf of a strategic partner relating to property viewing services. Conducting fair,thoroughandtimelyinvestigations through telephone,emailand system-based enquiries. Drafting professional,clearand empathetic complaint responses. Liaising with various stakeholders to gather information and evidence. Maintainingaccuraterecords within the complaints management system. Monitoring complaint trends andidentifyingopportunities for service improvement. Helping to develop, refine and document complaints handling processes as the service evolves. Supporting the implementation of best practice complaints management procedures. Producing reports and feedback to support operational improvements. Assistingwith the management of unassigned emails and live chats whererequired. Raising service,processor technical issues promptly and recommending improvements. Building andmaintaininga strong understanding of theViewberManual, MembershipAgreementand client requirements. Developing detailed knowledge of our services and the needs of different client sectors. Other Duties Attend relevant meetings and events (online or in person). Undertake ad-hoc tasks as required by the Service Delivery Manager, Head ofserviceOperations or Chief Operating & People Officer. Please note that responsibilities may evolve as this complaints programme develops and main responsibilities may change at any time. This position is being offered via our temporary agency provider - Workshop Recruitment. This is temp to perm position. 9am - 6pm Monday to Friday £28,500 per year