Customer Experience Advisor

Confidential; Greater London; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

25 days' holiday plus bank holidays

Private medical insurance

Life assurance

Enhanced family leave

Fully funded training and professional

Paid sabbaticals as a loyalty reward

Pension scheme

Employee assistance programme

Discounts across travel, entertainment

Job summary

Rendall & Rittner is seeking a Customer Experience Advisor at our Head Office in Woolwich, London. You will be the first point of contact for customers, handling enquiries by phone and email with empathy and efficiency, and shaping how residents and clients feel about the service we provide.

You will work in a fast-paced, customer-facing environment, with rotating shifts 8am-8pm, Monday to Friday, plus 1 in 4 Saturdays. The role offers a discretionary bonus, strong benefits, and ongoing training.

Qualifications

• Excellent communication skills, written and spoken
• Empathetic and customer-focused approach
• Strong problem-solving and decision-making abilities
• Comfortable handling multiple priorities in a fast-paced environment
• Able to maintain professionalism on calls and emails

Responsibilities

• Deliver outstanding customer service via phone and email to residents and clients
• Maintain clear, empathetic communication so customers feel heard and supported
• Think creatively to resolve issues and prevent escalation
• Collaborate with colleagues across functions to ensure a seamless service experience
• Act on customer feedback to improve service quality
• Participate in training to continuously develop skills

Skills

Communication

Empathy

Problem solving

Teamwork

Multitasking

Job description

CUSTOMER EXPERIENCE ADVISOR - Rendall & Rittner - £Competitive - Head Office, London (Woolwich) - Full-time, Permanent

ROLE OVERVIEW

We're looking for a Customer Experience Advisor to join our friendly, fast-paced team at Rendall & Rittner's Head Office in Woolwich, London. This is a role for someone who genuinely cares about people - someone who listens, thinks on their feet and takes pride in delivering a first-class experience, every time. You'll be the first point of contact for our customers, handling enquiries by phone and email, resolving issues with empathy and efficiency, and playing a key part in shaping how our residents and clients feel about the service they receive.

ROLE EXPECTATIONS

This is a varied, customer-facing role that calls for strong communication, a calm and positive manner, and the ability to handle multiple priorities at once. You'll be expected to take ownership of customer interactions from start to resolution, working collaboratively with colleagues across the business to make sure nothing falls through the cracks. You'll need to be comfortable working on a rotational shift pattern between 8am and 8pm, Monday to Friday, with 1 in 4 Saturdays (with a weekday off in lieu), and be committed to delivering consistently high standards regardless of the channel or query type.

WHAT SUCCESS LOOKS LIKE

• Customers feel heard, supported and satisfied with every interaction
• Queries and complaints are resolved promptly and professionally
• You spot opportunities to improve the customer experience and share them with your team
• You contribute positively to team performance and the culture of the department

HOW YOU'LL SPEND MOST OF YOUR TIME

• Delivering outstanding customer service via phone and email, handling enquiries and resolving issues promptly
• Maintaining clear, empathetic communication ensuring customers always feel heard and supported
• Thinking creatively to solve customer problems and prevent issues from escalating
• Collaborating with colleagues to deliver a seamless service experience
• Staying up to date on Rendall & Rittner's services and using customer feedback to help improve the experience
• Participating in training sessions and continuously developing your skills

WHO THIS ROLE IS FOR

• Is passionate about delivering exceptional customer service and making a positive impact
• Has excellent communication skills confident, clear and professional on the phone and in writing
• Is a natural problem solver who thinks quickly and stays calm under pressure
• Thrives in a team environment and enjoys sharing knowledge to achieve common goals
• Is driven to build lasting relationships and consistently improve customer satisfaction

WHAT WE OFFER

• Competitive salary and discretionary bonus
• 25 days' holiday plus bank holidays
• Private medical insurance, life assurance and enhanced family leave
• Fully funded training and professional development
• Paid sabbaticals as a loyalty reward
• Pension scheme and employee assistance programme
• Discounts across travel, entertainment, dining, shopping, health and fitness

ABOUT RENDALL & RITTNER

Rendall & Rittner is one of the UK's most established and highly accredited residential leasehold property management companies, managing over 90,000 homes nationwide. Founded in 1990 on the belief that property management should be more professional, transparent and customer-focused, those principles still drive how we operate today as a founding partner of Odevo. We are people-led and technology-enabled, investing heavily in our teams, systems and continuous improvement. Our standards are recognised through Investors in People Platinum, regulation by RICS and the FCA, and multiple industry awards, including Property Manager of the Year and Managing Agent of the Year.

HOW WE HIRE

• Initial conversation with our talent team
• Interview focused on experience, judgement and approach
• We aim to complete the process within two to three weeks and communicate clearly throughout.

All applicants must be eligible to live and work in the UK. Documentary evidence of eligibility will be required