Customer Experience Advisor

Centrick; Birmingham; On-site; GBP 20,000 - 25,000; Full time

Job summary

Centrick is seeking a Customer Experience Advisor to serve as the first point of contact for residents and clients, focusing on property-related queries. This role emphasizes providing exceptional customer service, resolving inquiries efficiently, and fostering a collaborative team culture, with opportunities for personal and professional growth.

Benefits

25 days holiday + 8 Bank holidays

Enhanced Pension

Access to Centrick Academy for professional development

Celebrating your Birthday with an extra day off

Health and Wellbeing initiatives

Social activities

Investing in Your Skills

Perkbox

Qualifications

• Thrives in a fast-paced environment.
• Confident on the phone and demonstrates empathy.

Responsibilities

• Handle inbound and outbound calls professionally.
• Resolve resident and leaseholder queries.
• Manage emails and shared inboxes efficiently.

Skills

Customer service

Empathy

Ownership

Job description

The Company

We are Centrick—a team of driven property experts united by a simple goal: to make customers’ lives better every day. With a growing national presence, we manage buildings and estates of all shapes and sizes, ensuring residents enjoy a peaceful and secure home.

We're all about people—professional, friendly, and always up for working closely with our teams, clients, and customers. Every step we take is about building up our people or enhancing our business. That’s why we reinvest our profits back into our team, cutting-edge tech, and the future of Centrick!

We take pride in the service we provide as well as building a collaborative culture internally.

So, who are we looking for?

As a Customer Experience Advisor at Centrick, you’ll be the first point of contact for residents and clients, providing support across a wide range of property-related queries. Sitting within our newly restructured Property Assistant team, this is a customer service-focused role designed to deliver an exceptional resident experience, build trust, and offer timely, accurate resolution to queries.

This role is perfect for someone who thrives in a fast-paced, high-volume environment, is confident on the phone, and demonstrates empathy and ownership with every interaction. You'll be trained to manage systems, understand property operations, and develop the skills needed to progress into more senior roles such as Team Lead or into the wider Property function.

And what will you be doing?

No two days are the same but the below gives you a flavour for some of the tasks you’d typically be involved with. Even if you can’t tick everything off from the list below but think you’ve got what it takes, we’d be keen for you to apply:

• Handle inbound and outbound calls professionally, aiming for first-time resolution on resident and leaseholder queries
• Confidently resolve and support with common queries including:
  
  

Fob and key requests

Service charge statements and account balance queries

Portal access and navigation

Maintenance updates and access details

Redirecting to the appropriate team or department

• Manage and respond to emails in shared inboxes and through MyCentrick portal
• Process and distribute voicemails, ensuring timely follow-up
• Proactively chase open maintenance jobs with contractors and log updates
• Use internal systems such as MyCentrick portal and property CRMs with efficiency and accuracy
• Raise purchase orders (POs) where applicable
• Issue formal communications and resident letters via email and post
• Manage returned post and assist in maintaining resident contact data
• Deliver consistently high levels of customer service that align with Centrick’s values and standards
• Take initiative in supporting the day-to-day operations of the Customer Experience team and contribute to a positive, team-oriented culture
  
  

What’s in it for you?

We’ve fostered a values driven, inclusive environment for our people so that they enjoy coming to work every day. Not only will you have access to all of the below rewards & benefits, but you’ll enjoy access to Centrick Academy, our learning platform, as well as having the opportunity to undertake industry qualifications and further your professional development.

• 25 days holiday + 8 Bank holidays
• Future Security with our enhanced Pension
• Socials
• Health and Wellbeing
• Celebrating your Birthday with an extra day off
• Investing in Your Skills
• Perkbox
  
  

At Centrick inclusivity and diversity aren't just words to us—they're the core of who we are! We’re all about building a team that celebrates every background and story, so our hiring process is all about welcoming people from all walks of life. We want every candidate to feel valued, respected and supported every step of the way.

We are all unique and we want to help you shine during the interview process. If there’s anything we can do to make you more comfortable or confident, just let us know. We're here to help you show off your best self!