[Hiring] Senior Service Delivery Consultant @Viewber

Role Description

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.
• Provide structured support, mentoring and guidance to colleagues across the team.
• 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.
• Contributing to continuous improvement across the department.

Qualifications

• 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.

Requirements

• A minimum of two years’ experience working from home is essential.
• A professional and distraction-free home office set-up is required, which 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.

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.