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Employer: LRG
Job Title: Customer Care Associate
Location: Remote (United Kingdom)
Salary: Competitive Salary Package
Job Type: Permanent
About LRG
LRG is an award-winning national property company undergoing exciting growth. With over 300 branches across England and Wales, the company is renowned for delivering outstanding customer experiences. LRG invests heavily in staff development, offering tailored training and career progression opportunities for ambitious individuals.
Job Summary
The Customer Care Associate will manage and resolve customer complaints, support branch teams, and maintain LRG’s reputation for excellence. Working closely with the Customer Care Manager, the role involves handling complex complaints, providing expert guidance, and ensuring service standards are consistently met 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, allocating emails via the colour coding system.
Review complaints and refer cases to Regional Directors where appropriate to prevent escalation.
Record complaints accurately, issue acknowledgements, and ensure all Service Level Agreements (SLAs) are met.
Respond promptly to the Customer Care phone line in a professional manner.
Track outstanding complaints and follow up internally to meet SLAs.
Conduct video meetings with senior staff to provide guidance on Stage One complaints and escalate Stage Two cases.
Assist Customer Care Associates in responding to Stage Two and Stage Three complaints.
Investigate and collate data for Stage Two and Stage Three complaints.
Communicate directly with complainants to reach swift and fair resolutions.
Draft high-quality written responses for Stage Two and Stage Three complaints.
Manage communications with The Property Ombudsman (TPO) and oversee TPO complaint administration.
Monitor social media reviews and messages, maintaining Reputation.com.
Maintain a thorough knowledge of LRG’s systems, procedures, and business variations.
Stay up to date with industry legislation and regulatory changes.
Candidate Requirements
Experience & Knowledge:
Extensive lettings industry experience with hands-on knowledge.
Propertymark Level 3 qualification (or willing to complete).
Strong reporting skills, including Excel data extraction and presentation.
Exceptional attention to detail and professional communication skills.
Skills & Attributes:
Excellent administrative and letter-writing abilities.
Confident problem-solver, capable of managing legal and procedural queries.
Proactive, collaborative team player.
Proficient in Microsoft Office applications.
Benefits & Perks
Competitive base salary and commission structure.
Quarterly and yearly awards.
Salary sacrifice pension scheme.
Generous holiday allowance, increasing by 1 day per year up to 5 additional days.
Market-leading training and ongoing professional development.
Supportive and collaborative team environment.
LRG is an equal opportunities employer, encouraging candidates of all backgrounds to apply.
How to Apply
If this opportunity interests you, head to the company’s official website for full details — click here to submit your application.
