Job Description

🏠 12 month fixed term contract | Maternity cover

💷 Up to £26,500 base salary + monthly commission

🏡 Hybrid working | 2 days in the office, 3 days working from home

About Yopa

Our purpose is to become the Estate Agent of choice by proudly and sustainably delivering for our customers, our local communities and each other.

We combine a high end, personal estate agency experience with innovative, market leading technology that gives customers visibility throughout their property journey, supported by our network of professional local estate agents.

Our culture is just as important as what we do. We care deeply, do the right thing, execute with excellence and are frank and fearless in how we work.

We are looking for an experienced Customer Resolutions Advisor to join our team on a temporary basis, providing maternity cover for the current postholder.

This is an excellent opportunity for someone who enjoys solving problems, investigating issues and making a genuine difference to customer experiences.

🎯 What you'll be doing

As a Complaints & Resolutions Advisor, you will take ownership of customer complaints from investigation through to resolution, ensuring every case is handled professionally, fairly and within the required timescales.

You will:

• Investigate and manage customer complaints, gathering the right information and evidence to understand what has happened.
• Take ownership of cases through to resolution, keeping customers informed and managing expectations along the way.
• Use our CRM systems to accurately record, track and manage complaint cases.
• Communicate clearly and confidently with customers, both verbally and in writing.
• Draft professional and well considered final viewpoint letters.
• Work closely with teams across the business to find appropriate solutions and achieve positive customer outcomes.
• Handle inbound calls to the Resolutions team when required.
• Escalate complex or high priority complaints appropriately.
• Work within our internal procedures and SLAs, ensuring cases are progressed and closed within target.
• Support the recovery of overdue fees on complaint related accounts where appropriate, balancing effective account management with positive customer outcomes.
• Work collaboratively with our Collections team to support the ongoing success of our Pay Later products.
• Identify recurring issues, trends and opportunities to improve our processes and customer experience.
• Provide support to wider customer operations teams, including Collections and Back Office, as business priorities change.

In short, you'll be someone who can take a difficult customer situation, understand what has gone wrong, find a sensible solution and communicate it confidently.

💡 What we're looking for

You'll already have experience of complaints handling and case management, and you'll be comfortable taking ownership of sometimes complex customer issues.

We're looking for someone who has:

• Previous experience in a complaints or resolutions environment is essential.
• Excellent written and verbal communication skills.
• Strong investigation, analytical and problem solving abilities.
• The ability to manage multiple cases at once, prioritise effectively and work to closure targets.
• Strong influencing and negotiation skills.
• Excellent stakeholder management skills and the ability to build positive working relationships.
• A calm, professional and customer focused approach, particularly when dealing with challenging situations.
• The confidence to work independently and manage your own workload in a hybrid environment.
• Experience using CRM systems and other digital tools.
• A proactive approach and a willingness to support colleagues across the wider customer operations function.

Experience within the property industry would be beneficial, but isn't essential.

🎁 Why Yopa?

You'll be joining a business where your work has a direct impact on our customers and where there's plenty of opportunity to make a difference.

We offer:

• Up to £26,500 annual salary, plus monthly commission
• Hybrid working, with 2 days in the office and 3 days working from home
• Dedicated training and development
• Generous holiday allowance
• Performance related bonus opportunities
• Service discounts for you, your family and friends
• Wellbeing discounts across food, retail and travel
• Sickness and mental health support
• Refer a friend bonus scheme
• Company socials and opportunities to celebrate our successes

🚀 Ready to make a difference?

If you're an experienced complaints professional who enjoys getting to the bottom of problems, finding solutions and delivering great customer outcomes, we'd love to hear from you.

Apply today and tell us about your experience and what you could bring to the Yopa team.