Customer Resolution Specialist

About the company

iamproperty was built to do work that others were not tackling, and its growth has been driven by the quality and personality of its people. The business has a distinctive, creative culture supported by a team of more than 750 colleagues working toward one goal: helping transform the property industry and enabling Partner Agents to succeed.

Remote working is a core part of how the company operates, with more than half of the workforce based remotely across the UK. Its product ecosystem spans CRM, auctions, compliance, onboarding and conveyancing, and it supports over 7,000 UK estate agency branches by giving them the tools they need to manage their business, teams and clients more effectively.

Benefits

• Access to private counselling, including a weekly confidential helpline
• Private healthcare cover through Simplyhealth
• Annual wellbeing allowance of £150
• Opportunity to work from elsewhere for up to 4 weeks each year
• Buy-and-sell holiday scheme allowing up to 3 days per year
• Birthday off
• Discounts portal
• Enhanced flexibility and the option to work from anywhere

Role overview

As a Customer Resolution Specialist, you will be responsible for managing customer queries and complaints from initial contact through to fair resolution. The role requires a calm, investigative approach, strong communication skills and the ability to handle complex or sensitive situations while keeping the customer experience at the centre of everything you do.

Key responsibilities

• Respond to customer enquiries and make sure each interaction leaves the customer with a positive impression of the business
• Investigate and close complaints and escalations in line with agreed service levels
• Prepare documents and supporting information for the Property Ombudsman, Head of Compliance and Accounts when required
• Manage incoming contacts through web forms, live chat, phone and email
• Review and investigate customer feedback received directly, through social channels and on review platforms
• Share relevant feedback with colleagues and line managers, including trend insights where helpful
• Support customer service initiatives, one-off tasks and other activities as needed
• Keep reports and case files current so management information remains accurate and useful

Requirements

• Proven background in complaint handling and issue resolution
• Strong written and spoken communication skills, including confidence in difficult conversations
• Good investigation and problem-solving ability with a customer-first mindset
• Capability to manage sensitive or complicated cases through to a fair outcome
• Experience working with teams such as Compliance, Legal and Accounts
• Ability to spot patterns in customer feedback and recommend improvements to processes
• Resilience, flexibility and the ability to perform well in a busy environment

Additional information

This is a full-time remote position based in the United Kingdom. The company welcomes applicants from all backgrounds, identities and abilities, and aims to provide an inclusive, accessible hiring process. Reasonable adjustments can be arranged for candidates who need support during the application or interview stages.

If your application is successful, a member of the recruitment team will contact you for the next stage of the process.