Customer Experience Advisor

Centrick; Birmingham; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

25 days holiday + bank holidays

Enhanced pension scheme

Birthday bonus

Health & wellbeing support

Volunteer day annually

Learning & development platform

Job summary

Centrick in Birmingham is seeking a friendly and professional Customer Service Advisor to join our operations team. You will handle incoming telephone enquiries, manage shared inboxes, process post, log issues, and collaborate with internal departments to resolve customer queries.

We value excellent communication, multi-tasking in a fast-paced environment, tech-savviness, and a customer-first mindset. We offer 25 days holiday, enhanced pension, and wellbeing support to help you thrive.

Qualifications

• Experience in a telephone-based customer service role.
• Strong communication and organizational skills.
• Ability to multi-task in a fast-paced environment.

Responsibilities

• Handle incoming telephone enquiries with high service standards.
• Manage shared inboxes and categorize/respond to emails promptly.
• Process returned post and update customer records for data accuracy.
• Log escalations and route to the right team.
• Collaborate with internal departments to resolve queries.

Skills

Customer service

Telephone handling

Data entry accuracy

Job description

With our headquarters in central Birmingham and teams across the UK, we're a business built on collaboration. From operations to marketing to finance, our people work together to keep things moving and keep improving. We invest in our people, our tech, and how we work - because getting those right drives better outcomes for our clients, customers, and each other.

What You'll Be Doing

No two days are the same, but the tasks below offer a glimpse of what to expect. If you don't meet every point but believe you have the skills to succeed, we encourage you to apply.

• Handle incoming telephone enquiries,providing a high standard of customer service.
• Manage shared inboxes, ensuring emails are actioned, categorised and responded to promptly.
• Process returned post, updating customer records and ensuring data accuracy.
• Log and elevate customer issues that cannot be resolved at first contact, ensuring they reach the correct team member.
• Collaborate with internal departments to support customer queries and drive resolution.

What You Need to Succeed

Essential:

• Warm, friendly, and professional communication style.
• Previous experience in a telephone-based customer service role withexcellent telephone handling skills and confidence whenspeaking with customers. You must have anatural customer-first mindset with a desire to deliver excellent service.
• Strong multi-tasking abilities within a fast-paced environment.
• Tech-savvy, comfortable navigating multiple systems and digital tools.
• Exceptional organisational and administrative skills.
• Assertiveness when liaising with internal colleagues to ensure customer issues are progressed.

Desired:

• Experience within the property management or block management sector.

Why Join Us?

• Time to Recharge: 25 days' holiday plus bank holidays
• Future Security: Enhanced pension scheme based on role
• Extra Holiday: Your holiday allowance grows with your length of service - because loyalty deserves rewards
• Health & Wellbeing: Medicash, virtual GP, therapies, dental and optical support
• Sick Pay Boost: Company sick pay increases over time to support your wellbeing when you need it most
• Life Assurance: Peace of mind for you and your loved ones with financial protection in place when it matters most
• Learning & Development: Study support and access to our dedicated academy to help you grow professionally and personally
• Mental Health Support: 24/7 mental health services
• Birthday Bonus: Enjoy an extra day off on your birthday to celebrate your way
• Giving Back: One volunteer day annually to support a charity or cause close to your heart
• BenefitPlatform: One online platform for all benefitsand recognition

At Centrick, diversity and inclusivity are fundamental to who we are. We welcome applicants from all backgrounds and are committed to creating a respectful and supportive hiring experience. If you need any adjustments during the interview process, please let us know - we're here to help you succeed.