Senior Service Delivery Consultant

We are seeking an experienced and highly organised Senior Service Delivery Consultant to join our Service Operations team. In this role, you will be responsible for maintaining a consistently high standard of service for our clients, with a particular focus on investigating and resolving complaints in a fair, balanced and timely manner. 
 
This is a senior position within the Service Delivery function. Alongside managing complex complaints and escalations, you will act as a deputy for the Service Delivery Manager when required and provide structured support, mentoring and guidance to colleagues across the team. You will help drive consistency, quality and accountability in service delivery standards. 
 
Your day-to-day work will centre on managing complaints from receipt through to resolution, ensuring outcomes are clearly communicated, professionally handled and accurately recorded. You will play a key role in protecting client relationships, identifying service risks early and contributing to continuous improvement across the department. 
 
You can find up-to-date information about our services on our website. In short, we are a PropTech company that enables property professionals — including estate agents, online agents, property managers, social housing providers and landlords — to outsource property viewings, inspections and more.  Because this is a fully remote role, a minimum of two years’ experience working from home is essential, along with a professional and distraction-free home office set-up. This must be a dedicated room or space that can be closed off from other household members and interruptions. Working from kitchen counters, dining tables or dressing tables will not be suitable. 
 
To be successful in this role, you will:

• Demonstrate excellent verbal and written communication skills, with a calm, confident and professional telephone manner.
• Have strong administrative capability, with meticulous attention to detail and accurate record-keeping.
• Be highly organised, with the ability to manage multiple priorities and remain composed under pressure.
• Take ownership of complex cases and demonstrate sound judgement when making decisions.
• Be confident supporting, guiding and constructively challenging colleagues where required to maintain standards.
• Be technically confident and comfortable working across digital systems and in-house platforms.

 
Previous Experience 

• A proven background in client-facing roles, including complaints handling and customer service management, is required.
• Experience in identifying trends, analysing customer feedback and improving journeys, while turning complaint data into actionable insights.
• Experience operating at a senior level within a service-driven or technology-led environment (such as PropTech, SaaS, property or similar) would be advantageous.

Complaints Investigation & Resolution Investigate complex complaints relating to Members, services and/or the Operations Team, ensuring all cases are handled impartially, thoroughly and in line with company procedures. 
 
Draft clear, accurate and professional responses to clients, setting out findings and outcomes transparently and confidently. 
 
Maintain the complaints portal to a high standard, ensuring records are complete, accurate and audit-ready at all times. 
 
Deputy & Escalation Leadership Act as deputy for the Service Delivery Manager when they are absent or unavailable, supporting the day-to-day running of the function and acting as a senior escalation point. 
 
Provide clear direction and decision-making support on complex or high-risk cases, ensuring consistency in approach and compliance with company standards. 
 
Buddying, Mentoring & Team Support Act as a buddy for new joiners within the Service Delivery team, supporting onboarding, reinforcing processes and helping embed service standards from the outset. 
 
Provide ongoing mentoring and task-based guidance to colleagues, helping to improve confidence, quality and consistency across the team. 
 
Identify development opportunities and escalate performance concerns appropriately in line with company procedures. 
 
Unassigned & Live Chat Oversight Support the management of unassigned emails and live chats where required, identifying potential service risks early and intervening proactively to prevent escalation. 
 
Weekend & Independent Working (where applicable) When working weekends, operate with minimal supervision by prioritising urgent matters, clearing outstanding tasks, responding promptly to new complaints and preparing thorough handover notes to ensure continuity of service. 

End-of-Shift Handover Completing clear and comprehensive handover notes at the end of each shift to ensure continuity of service and smooth transition between Priority Team Colleagues.  

Professional Standards Maintain a strong working knowledge of the Viewber Support Hub, Membership Agreement and Client Terms of Service to ensure accurate and compliant responses.  

Ensure all work complies with relevant legislation and internal policies, including GDPR, the Equality Act 2010 and guidance relating to self-employment status.  

Raise technical issues promptly through the correct internal channels and proactively suggest improvements to systems, processes or service delivery where appropriate.  

Team Contribution Support ad-hoc tasks as requested by the Service Delivery Manager, Deputy Head or Head of Department or member of the People Team.  

Attend relevant virtual or in-person meetings and events as required.  

Consistently uphold and reflect the company values in all aspects of your work and communication.  

Performance & Accountability Meet and consistently aim to exceed personal performance statistics and targets, which are designed specifically for your role and aligned to operational KPIs and service standards.  

Take ownership of your results, proactively identifying areas for improvement and maintaining high levels of productivity, accuracy and quality at all times.  

Please note that responsibilities may evolve in line with business requirements.   To be discussed with Workshop Recruitment directly