2nd Line Customer Experience Specialist

Randstad Solutions Limited; London Borough of Croydon; Remote; GBP 28,000 - 36,000; Full time

Job summary

Randstad CPE is recruiting a 2nd Line Customer Experience Advisor for Vegner Group in the UK. The role focuses on handling escalated tenant complaints and technical issues, delivering prompt, accurate resolutions and top-class customer service.

You will bridge frontline support and specialist teams, improving customer satisfaction. You will gain in-depth knowledge of Vegner Group products and systems, maintain detailed case logs, and contribute to knowledge base articles.

Qualifications

• Supports customer experience by handling escalated complaints with clear, respectful communication.
• Maintains accurate records of issues and resolutions in the support system.
• Liaises with 1st Line and 3rd Line teams to ensure seamless handover and timely resolutions.

Responsibilities

• Manage escalated customer queries from 1st Line Support.
• Diagnose and resolve complex issues with step-by-step guidance.
• Escalate unresolved issues to 3rd Line Support as needed.
• Communicate professionally with customers throughout resolution.
• Log and track all complaints in the support system.
• Document solutions for knowledge base updates.
• Provide training to 1st Line Advisors to uplift knowledge.

Skills

Escalation management

Troubleshooting

Customer service

Communication

Team collaboration

Microsoft Office

Education

GCSE Grades A-C and Level 2 in Leasehold Management

Tools

Microsoft Word

Excel

Outlook

Job description

Randstad CPE is recruiting a 2nd Line Customer Experience Advisor for Vegner Group in the UK. The role focuses on handling escalated tenant complaints and technical issues, delivering prompt, accurate resolutions and top-class customer service.

You will bridge frontline support and specialist teams, improving customer satisfaction. You will gain in-depth knowledge of Vegner Group products and systems, maintain detailed case logs, and contribute to knowledge base articles.