Customer Care Associate

LRG

11d • Remote

About The Position

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.

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.

Requirements

• 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.

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.

Benefits

• Competitive Salary Package
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree