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Customer Care Associate

3 months ago

Wokingham, Wokingham, United Kingdom Leaders Romans Group Full time
Leaders Romans Group are looking for a new Customer Care Associate to join us on a permanent basis.


This is a chance to join an award winning, national property company who are going through exciting periods of growth and who offer tailored award winning training and development programmes at all levels.

You will need prior experience within lettings and/or the property industry, and we will train you for this role


By joining us you will get a lot more than just a career, you will be provided with the tools and opportunities to create a long term goal to be part of an ever growing group of property experts.

In this Customer Care Associate role, day to day you can expect to:

  • Providing administrative support to the Head of Quality and Customer Care.
  • Recording complaints received into the Group, assisting with the acknowledgements and ensuring complaints meet LRG's Service Level Agreements.
  • Carrying out investigations and collating data for Stage Two/Three complaints.
  • Holding video meetings with senior staff to give guidance for Stage One complaints and seeking further f for Stage Two complaints.
  • Speaking directly with complainants with the aim to bring the matter to a resolution.
  • Drafting responses for Stage Two/Three complaints.
  • Assisting with the management of social media reviews and messages.
  • Ensuring a working knowledge of Leaders and Romans systems and procedures and the variations in the business.
  • Providing guidance to the branches on legislative queries via the Quality Assurance help line.
  • Keeping abreast of changes in industry legislation.
To be considered for this role, you will need the following experience and skills:

  • Very strong background knowledge of the lettings industry with extensive experience within this industry.
  • Excellent attention to detail and clear communication skills.
  • Industry qualification holding Propertymark technical award level 3 or working towards the level 3 award.
  • Reporting abilities able to extract data and prepare meaningful reports within Excel.
  • Very good administrative and letter writing skills.
  • Confident problem solving skills, be able to handle day to day general legal enquiries from the branch staff.
  • Enjoys working as part of a team.
  • Experience of using all Microsoft office programs.
By joining Leaders Romans Group as a Customer Care Associate, some of the benefits you can expect to receive are:

  • Competitive salary
  • 22 days annual leave (plus bank holidays increasing by 1 day each year up to an additional 5 days of leave
  • LRG Extras staff discounts with a wide range of retailers
  • Free 24 hours employee assistance programmes
  • Staff discount on property and financial services
  • Salary sacrifice pension
  • Eye care vouchers
  • Family friendly Maternity, Adoption, Paternity and parental bereavement policies
  • Regular award and recognition prizes to be won
  • Refer a friend bonus of up to £400
  • Support and investment on gaining professional qualifications to encourage your long terms goals
We do not accept speculative CV's from agencies.