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Customer Complaints Executive

4 months ago

Manchester, United Kingdom Urbanbubble Full time

At urbanbubble, our customers are at the heart of everything we do, and we want to make sure they have the best possible experience with us, even when things go wrong The
Customer Complaints Executive will play a vital role in the communication between us and our customers across the Residential and Build-to-Rent portfolio.


Role Summary:


The Customer Experience Executive will provide day to day management of customer complaints, completing detailed investigations and partnering with stakeholders to drive business improvements.

This role will be key to supporting our customers, and will ensure that we deliver first class customer communications through various channels.

You'll be comfortable juggling multiple priorities as part of a fast paced, reactive team.

What you will be doing:

  • To complete detailed investigations, working with stakeholders to gather information in order to make decisions and resolve complaints fairly and without bias
  • To be a champion of excellent customer service and work with stakeholders to drive business improvements based on key learnings from complaints.
  • Work to business, and industry, complaint handling timescales and deadlines, acknowledging and responding to complaints in a timely manner
  • To manage Director, escalated and social media complaints in a timely manner, through to resolution
  • To maintain accurate records, ensuring all aspects of the complaint are logged
  • To produce monthly complaints summary reports for the Senior Management Team
  • Assist the EA with any legal cases and escalations where required
  • Identification and sharing of trends in business performance that impact the customer experience and ensuring preventative actions are identified, logged and implemented.
  • To conduct business in a manner which conforms to 'treating customers fairly' and conduct independent reviews of customer complaints
  • Respond to company Google Reviews, working with stakeholders to investigate aspects of any negative reviews
  • Work with key stakeholders to help drive positive Google reviews across the business
  • To manage and oversee the compilation of Subject Access Requests and ensure regulatory deadlines are met
  • Delivering complaints handling and coaching to team members where required
  • Experience of working in an office environment with evidence of having delivered excellent customer service in a fast paced environment.
  • Previous complaints handling experience is desirable
  • Residential property management experience is hugely advantageous, but not essential.
  • Strong organisational skills and the ability to work to multiple deadlines
  • The ability to work independently and be a 'selfstarter'
  • The ability to communicate effectively, with a high degree of quality, both verbally and in writing

urbanbubble benefits we offer:

  • We offer amazing benefits such as a basic salary of up to £26,000, enhanced family leave policies, cycle to work scheme, season ticket loan, Pet lovers Friday, enhanced sick pay, study support and much much more.
  • We also offer enhanced annual leave including your birthday day off and a day off when you buy your house we believe that you deserve to celebrate special moments with your loved ones. Family always comes first at Urbanbubble

We're not your usual property company. We're the North West's leading property managing agent.
At urbanbubble, we're redefining the way properties are run through community building, customer care, and innovation. Thanks to our team, that delivers outstanding customer experiences, we're proud to serve 14,000 residents and growing. We're looking for bold, ambitious, resourceful team members to manage and create communities. We want to unlimit what our customers expect, whilst unleashing your true potential. So, what do you say - interested?

urbanbubble requires people who are professional, hardworking, innovative, and passionate and who are effective in their roles and who truly engage with the customer.