Customer Experience Advisor

Centrick; Birmingham; On-site; GBP 22,000 - 27,000; Full time

Job summary

A leading property management company in Birmingham seeks a Customer Experience Advisor to provide exceptional support to residents and clients. The role involves handling property-related queries through calls and emails, with a focus on achieving first-time resolution. Ideal candidates will demonstrate strong communication skills and a proactive approach in a busy environment. Competitive perks include enhanced pension schemes, health support, and 25 days holiday plus bank holidays.

Benefits

25 days’ holiday plus bank holidays

Enhanced pension scheme

Health & Wellbeing support

Learning & Development opportunities

Mental health services

Birthday Bonus

Volunteer day annually

Monthly reward platform perks

Qualifications

• Experience in a customer service role.
• Strong communication skills both on the phone and in writing.
• Ability to manage high volumes of inquiries in a fast-paced environment.

Responsibilities

• Handle resident and leaseholder queries via phone and email.
• Manage common enquiries and follow up on maintenance jobs.
• Support the daily operations of the Customer Experience team.

Skills

Customer service skills

Communication skills

Proactive approach

Time management

Empathy

Tools

Property CRM

MyCentrick portal

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 of resident and leaseholder queries.
• Confidently manage common enquiries, including:
• Fob and key requests
• Service charge statements and account balances
• Portal access and navigation
• Maintenance updates and access coordination
• Redirecting queries to the appropriate team or department
• Manage and respond to emails via shared inboxes and the MyCentrick portal.
• Process and distribute voicemails, ensuring timely follow‑up.
• Proactively follow up on open maintenance jobs with contractors and log updates accurately.
• Use internal systems (e.g. MyCentrick portal, property CRMs) efficiently and accurately.
• Raise purchase orders (POs) as required.
• Draft and issue formal communications and resident letters via email and post.
• Manage returned post and assist in maintaining accurate resident contact information.
• Consistently deliver high levels of customer service in line with Centrick’s values and standards.
• Support the day‑to‑day operations of the Customer Experience team and contribute to a positive, collaborative team culture.

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
• 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
• Reward Platform: Monthly perks to spend how you like

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.