Key Facts

Remote From:

Full time

English

Hard Skills

Data Presentation Complaint Investigations Customer Complaint Resolution Business Communication Social Media Customer Complaint Resolution Regulatory Compliance Service Level Management Reputation Management Help Desk Support Email Management

Other Skills

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Video Conferencing
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Customer Service
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Microsoft Office
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Professional Communication
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Teamwork
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Customer Service
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Detail Oriented
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Problem Solving

Roles & Responsibilities

Extensive knowledge of the lettings industry with significant hands-on experience.
Propertymark Level 3 qualification (or currently working towards it / willing to complete).
Strong data reporting skills with the ability to extract and present data effectively in Excel.
Excellent administrative, letter-writing, and Microsoft Office proficiency.

Requirements:

Provide administrative and technical support to the Customer Care Manager and Director of Customer Support and Engagement.
Manage the Customer Care email inbox, allocate emails using the colour coding system, and ensure timely responses.
Accurately record complaints across the Group, issue acknowledgements, and monitor Service Level Agreements.
Review complaints and, where appropriate, refer cases directly to a Regional Director for prompt response to prevent escalation.

LRG

About LRG

LRG is one of the UK’s largest property consultancy groups, operating over 300 residential sales and lettings branches under 13 local brands, backed by leading private equity firm, Platinum Equity. We provide our customers and clients with a comprehensive range of property related services. They range from individuals wishing to sell or rent their property, through to corporate organisations and national house builders. We pride ourselves on being able to tailor the services we provide to meet individual requirements. Through a combination of our expert knowledge and technical expertise, we guide and support clients through their property journey. Every member of LRG is passionate about success and achieving the best outcome for customers and clients. With the property landscape constantly evolving, we aren’t afraid to make innovative changes that directly benefit our customers. However, we haven’t overlooked the human element of property - after all it’s what got us to where we are today! We value long lasting relationships, be it with a landlord or a property developer, and we’re committed to always delivering a professional service with honesty and respect. We believe that our success lies in our people which is why we continually invest in apprenticeship schemes, workplace training, and encourage an inclusive and open working environment. As a leading property company, sustainability is at the core of everything we do. We strive to ensure our company is as eco-friendly and energy-efficient as possible. We're proud to say we have been carbon neutral since 2022, reaching our target 8 years early.

Founded: 2018

Company size: 1001 - 5000

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Job description

Job Title: Customer Care Associate

Location: Remote (with quarterly travel for team meetings)

Brand: LRG

Salary: Competitive Salary Package

About Us:

LRG are an award-winning national property company, who are going through exciting periods of growth and offer tailored training and development programmes at all levels. With over 300 branches across England and Wales we have a reputation for perfection and delivering an outstanding customer experience. Investment in people is built into our culture, and there are opportunities for driven individuals to achieve their career aspirations within the company.

Job Summary and key responsibilities

As a Customer Care Associate, you’ll play a key role in managing and resolving customer complaints, supporting branch teams, and maintaining the Group’s reputation for excellent service. Working closely with the Customer Care Manager, you’ll handle complex complaints, provide expert guidance, and ensure service standards are met consistently across the business.

Key Responsibilities:

Provide administrative and technical support to the Customer Care Manager and Director of Customer Support and Engagement
Manage the Customer Care email inbox to allocate emails using the colour coding system
Review complaints and where appropriate referring cases directly to a Regional Director for prompt response to prevent escalation
Accurate recording of complaints received across the Group, issue acknowledgements, and ensure all LRG’s Service Level Agreements are met
Promptly answer the Customer Care phone line in a professional and helpful manner
Manage the outstanding complaints and chase internally to ensure LRG’s Service Level Agreements are met
Hold video meetings with senior staff to offer guidance on Stage One complaints and escalate appropriately for Stage Two cases
Assist the Customer Care Associates to support them in responding to Stage Two and Three complaints
Investigate and collate data for Stage Two and Stage Three complaints
Communicate directly with complainants to work towards swift and fair resolutions
Draft high-quality written responses for Stage Two and Stage Three complaints
Assist with managing communications with The Property Ombudsman (TPO) and oversee the administration of TPO complaints
Support the monitoring and management of social media reviews and messages.
Assist in the administration and management of Reputation.com to maintain the Group’s online presence.
Maintain a thorough working knowledge of LRG’s systems, procedures, and business variations.
Keep up to date with industry legislation and regulatory changes.

What are we looking for:

Extensive knowledge of the lettings industry, supported by significant hands-on experience.
Exceptional attention to detail and clear, professional communication skills.
Propertymark Level 3 qualification (or currently working towards it/willing to complete).
Strong reporting skills, with the ability to extract and present data effectively in Excel.
Excellent administrative and letter-writing abilities.
Confident problem-solver, capable of managing legal and procedural queries from branch staff.
Collaborative team player with a proactive approach.
Proficient in Microsoft Office applications.

What we can offer you:

Proven track record for career growth and advancement within the company
Market leading training and ongoing professional development
Supportive and collaborative team environment

Benefits:

Competitive base salary and Commission structure
Quarterly and yearly awards
Salary sacrifice pension scheme
Generous Holiday allowance, increasing by 1 day per year based on service up to an additional 5 days holiday per year

LRG are an equal opportunities employer and encourage candidates of all backgrounds to apply. We look forward to welcoming a dedicated individual to our team who shares our commitment to excellence in the Real Estate Industry.

LRG does not engage the services of Recruitment agencies for the purpose of hiring. All job openings are managed directly by our Internal Recruitment team. We do not accept unsolicited CVs or candidate referral from Recruitment agencies, and any such submissions will not be considered.

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