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AI Summary
Manage the end-to-end complaints process to ensure fair and timely resolution for clients. Drive consistency in service delivery standards and identify operational risks to contribute to continuous improvement.
We are seeking an experienced and highly organised Service Delivery Consultant to join our 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 key position within the Service Delivery function. Alongside managing complaints and escalations, 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:
Previous Experience
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.
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 considered for the role you must be able to start on or before 1st September 2026.
The working hours for the first week will be 9am - 5pm Monday to Friday for online virtual training. Following this, the hours of work will be 9am - 6pm Sunday to Thursday.
This is a key position within the Service Delivery function. Alongside managing complaints and escalations, 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 complaints received 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 working within a service-driven or technology-led environment (such asPropTech, SaaS, property or similar) would beadvantageous.
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.
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 considered for the role you must be able to start on or before 1st September 2026.
The working hours for the first week will be 9am - 5pm Monday to Friday for online virtual training. Following this, the hours of work will be 9am - 6pm Sunday to Thursday.
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