Customer Resolutions Executive

Job Description

Hybrid role, (2 days in office, 3 days from home weekly)Based in our newly refurbished Head Offices inHinckley, LeicestershireYopas purpose this year is to become the Estate Agent of choice by proudly and sustainably delivering for our customers, our local communities, and each other. We are delighted to be expanding our teams during an exciting time of growth. Here at Yopa, ourcustomers receive a bespoke, high-end service, with the added benefit of easy-to-use and market-leading technology that helps them see every step of their sale as it happens. Our service also includes professional and dedicated local estate agents.As a Complaints Handler, you will be responsible for managing and resolving customer complaints in a timely and satisfactory manner. Your role will involve effective case management, strong communication skills, stakeholder management, and ensuring closuretargets are met. The position is full-time and can be performed remotely, with occasional travel to our office as required.Responsibilities & Duties· Investigate, manage and resolve customer complaints in a timely and efficient manner, adhering to case closure targets.· Utilise the CRM system to effectively track, monitor, and update complaint cases.· Maintain accurate and up-to-date records of customer interactions and complaint details.· Conduct thorough investigations into customer complaints, gathering all necessary information and evidence.· Collaborate with relevant departments and stakeholders to address and resolve complaints appropriately.· Provide clear and concise written and verbal communication to customers throughout the complaint handling process.· Draft formal final viewpoint letters, ensuring they are well-structured, professional, and aligned with company standards.· Keep customers informed of the progress of their complaints, providing regular updates and managing their expectations.· Escalate complex or high-priority complaints to senior management when necessary.· Follow internal procedures and Service Level Agreements (SLAs) to ensure compliance and timely resolution.· Identify patterns and trends in customer complaints, providing feedback and suggestions for process improvements.· Uphold and promote our core values and behavioursSkills and Experience Required· Previous experience in complaints handling and case management is essential.· Strong written and verbal communication skills to effectively communicate with customers and stakeholders.· Excellent problem-solving and analytical abilities to investigate complaints and identify appropriate solutions.· Proven ability to manage multiple cases concurrently, prioritise tasks, and meet closure targets.· Strong influencing and negotiation skills to resolve complaints in a satisfactory manner.· Exceptional stakeholder management skills with the ability to build and maintain positive relationships.· Self-motivated and able to work independently in a remote work environment.· Proficiency in using CRM software and other relevant tools.· Desired, but not essential, experience of the property industry.Whats On Offer· Basic salary of £22k minimum plus a bonus worth up to£2k per annum (paid quarterly)· Hybrid working (2-3 days per week)at ourHead Offices in Hinckley, Leicestershire, with 2-3 days per week working remotely from your home location· Fun, diverse, and inclusive company culture, forward-thinking in our approach to employee engagement and customer service, utilizing the latest tech· 22 days holiday allowance plus bank and public holidays· Enrolment into an Aviva Workplace Pension Scheme (Option to opt out)· Access to Group Discounts for hundreds of retailers across categories such as getaways, groceries, fashion, electronics, food & drink, entertainment, and health and wellbeing· Refer a friend bonus scheme· Discounts for you, your friends, and family if your home is sold by Yopa, and additional discounts for mortgage services· Full training is provided by our experienced L&D team through induction, and then you’ll be supported in a grad bay environment to ensure you’re fully up to speed before taking your first call in your new team.· We provide ongoing support through regular training, coaching and 121’s