Office Location
Birmingham – Hybrid (60% based in our Colmore Row office, B3 2AA / 40% remote)
About Us
*Please note, this role is a 6 Month FTC*
RICS is a global professional body shaping how land, property and infrastructure are developed and managed. We set the standards that build trust in the built environment, supporting professionals to deliver work with integrity and impact.
We’re committed to delivering an exceptional experience for our members and customers. To support this, we’re investing in the capability and development of our frontline teams to ensure every interaction is professional, consistent and member focused.
Role Purpose and Key Responsibilities
Reporting into the RICS Hub Leadership team, you will lead the delivery of customer service, complaint handling and call management training across our frontline operations.
This is a practical, hands-on role focused on improving the capability, confidence and performance of customer-facing colleagues. You will work closely with Team Leaders and advisors to identify development needs, deliver engaging training programmes and provide coaching that drives measurable improvements in customer experience and service quality.
Alongside training delivery, you will support quality monitoring activities, analyse performance trends and help embed a culture of continuous improvement across the team. You will act as a subject matter expert in customer service and complaint handling, ensuring colleagues have the skills and support needed to manage customer interactions effectively.
Key Responsibilities include:
Design and deliver customer service, complaint handling and call management training for frontline colleagues.
Lead inductions, refresher training and ongoing capability development programmes.
Provide coaching, mentoring and on-the-job support to improve colleague performance and confidence.
Identify knowledge and performance gaps through quality monitoring, observations and performance data.
Support colleagues and Team Leaders in handling customer complaints and complex customer interactions.
Develop training materials, guidance and best practice resources to support consistent service delivery.
Analyse customer feedback, quality scores and operational data to identify improvement opportunities.
Drive continuous improvement by promoting service excellence, sharing best practice and supporting change initiatives.
About You
You bring experience of working within a customer service or contact centre environment and have a proven track record of delivering training, coaching colleagues and supporting performance improvement. You are confident providing feedback, influencing stakeholders and helping individuals build their confidence and skills.
You’ll enjoy working closely with frontline teams, balancing hands-on coaching with the ability to identify wider trends and development opportunities. You are organised, proactive and comfortable using data and insight to inform decisions and measure success.
Most importantly, you’ll be motivated by helping others succeed and committed to creating a positive, customer-focused culture where colleagues feel supported to perform at their best.
You will bring:
Experience delivering customer service training within a contact centre or customer service environment.
Strong knowledge of complaint handling and customer resolution techniques.
Experience coaching, mentoring and developing frontline colleagues.
The ability to provide constructive feedback and support performance improvement.
Excellent communication, facilitation and stakeholder management skills.
Strong organisational skills and the ability to manage multiple priorities.
Experience analysing quality, customer service and operational performance data.
The ability to identify development needs and implement effective learning solutions.
A customer-focused mindset with a passion for service excellence.
Confidence using Microsoft Office applications and digital learning tools.
It would be beneficial if you also have:
Experience working within a membership organisation, professional body or regulated environment.
Knowledge of quality assurance or quality monitoring frameworks,
Experience leading, supervising or supporting customer service teams.
A recognised training, coaching or customer service qualification.
Rewards and Benefits
RICS offers a benefits package designed to support your wellbeing, financial security and work life balance, including private medical insurance, income protection, life assurance, an Aviva Group Personal Pension scheme, 25 days' annual leave plus public holidays and an office closure over Christmas, enhanced family leave policies, wellbeing and volunteering days, and access to mental health support and staff-led community groups.
Equal Opportunity Employer
RICS is committed to creating a diverse, inclusive and welcoming workplace where people feel respected, supported and able to thrive. We welcome applications from people of all backgrounds, experiences and perspectives, including those whose career paths may not follow a traditional route.
If you need any adjustments or support during the recruitment process, please let us know. We are committed to making our process as accessible and inclusive as possible.
Candidates must have the right to work in the UK.
How to Apply
Click Apply to complete our short application form. You will be asked to upload your CV and provide a brief statement telling us why the role interests you and how your experience relates to the skills and experience we are looking for.
We encourage you to apply as soon as you feel ready, as we may close the advert early if we receive a high number of suitable applications.
