Customer Support Advisor

TPG Ltd; Hemel Hempstead; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Perkbox membership

Employee Assistance Programme

Cycle to Work

Employee Referral Scheme

Star of the Month

Staff social events

Career growth opportunities

Job summary

Trinity Estates is seeking a Customer Support Advisor to join our busy team at the head office in Hemel Hempstead. This role focuses on delivering outstanding service to residents and clients across our residential portfolio, with a people-first approach and clear communication.

You’ll handle phone and email inquiries, work with the Property Management Team, and strive to resolve queries promptly and professionally. We offer a supportive environment and opportunities for career development.

Qualifications

• Experience in customer service or contact centre is an advantage.
• Comfortable handling a high volume of calls and emails.
• Strong written English and attention to detail.
• Able to use IT systems and online platforms effectively.
• Calm and professional under pressure.

Responsibilities

• Handle inbound telephone and email enquiries from residents, clients, and internal teams.
• Respond to all communications in a polite, timely and professional manner.
• Assess and action issues arising on regional property portfolios.
• Present clear and logical responses when managing difficult calls.
• Ensure all written correspondence is concise, accurate and professionally presented.
• Collaborate with Property Managers and other stakeholders to resolve queries efficiently.

Skills

Communication skills

Telephone manner

Written English

Attention to detail

IT systems

Calm under pressure

Job description

Role Overview

We’re looking for a Customer Support Advisor to join our busy and friendly customer support team at Trinity Estates’ head office in Hemel Hempstead. This is a people-first role, centred on delivering outstanding service to the residents and clients across our residential property portfolio.

CUSTOMER SUPPORT ADVISOR

• Trinity Estates
• £24,530 per annum
• Hemel Hempstead (Head Office)
• Full-time, Office-based

If you’re a confident communicator who thrives in a fast-paced environment and genuinely enjoys helping people, we’d love to hear from you.

ROLE EXPECTATIONS

This role is all about communication — across phone, email and our online reporting systems. You’ll be the first point of contact for residents and clients, handling a wide range of queries and ensuring every interaction is dealt with professionally, promptly and with care.

You’ll work closely with our Property Management Team and other internal stakeholders, helping to keep things running smoothly across our regional property portfolios.

What Success Looks Like

You’ll be succeeding in this role if:

• Residents and clients feel heard, helped and well looked after
• Queries are resolved accurately, politely and within agreed timeframes
• Your written communications are clear, professional and error-free
• You manage your workload effectively, prioritising urgent matters confidently
• You’re growing your knowledge of the property industry and contributing positively to the team

How You’ll Spend Most Of Your Time

On a typical day, you’ll be:

• Handling inbound telephone and email enquiries from residents, clients and internal teams
• Responding to all communications in a polite, timely and professional manner
• Assessing and actioning issues arising on regional property portfolios
• Presenting clear and logical responses when managing difficult or challenging calls
• Ensuring all written correspondence is concise, accurate and professionally presented
• Collaborating with Property Managers and other stakeholders to resolve queries efficiently

Who This Role Is For

This role suits someone who:

• Has clear, confident communication skills — both written and verbal
• Has an exemplary telephone manner and can manage challenging calls calmly
• Listens carefully and asks the right questions to fully understand a query
• Can prioritise effectively and stay organised in a busy environment
• Takes ownership of their workload and uses good judgement to make decisions
• Is committed to their own development and eager to learn about the property sector

Experience That Helps

You don’t need a background in property — we’ll provide full training. What matters most is the right attitude and communication skills. The following would be an advantage:

• Previous experience in a customer service or contact centre environment
• Confidence handling a high volume of calls and emails
• Strong written English and attention to detail
• Comfortable using IT systems and online platforms
• Ability to remain calm and professional under pressure

What We Offer

• Salary of £24,530 per annum
• 24 days annual leave plus bank holidays
• Monday to Friday, 09:00–17:15 — no weekend or bank holiday working
• Perkbox membership with discounts across retail, travel and entertainment
• Employee Assistance Programme for confidential support
• Cycle to Work scheme
• Employee Referral Scheme
• Star of the Month recognition incentive
• Staff social events
• Genuine opportunities for career growth and development

About Trinity Estates

Trinity Estates is one of the largest residential property management companies in England and Wales. Working with leading house builders across the country, we provide residential management services nationally, supported by a comprehensive head office team in Hertfordshire including surveyors, accountants, legal professionals and a large customer support function.

Our Customer Support Team is a vibrant, hardworking group of 30+ people who are passionate about great service. We’re proud to be diverse, supportive and inclusive — and we take the development of our team seriously. Trinity Estates is part of the Trinity Property Group, an Odevo Group Company.

How We Hire

• Initial conversation with our talent team
• Interview focused on your experience, communication style and approach

We aim to complete the process within two to three weeks and will keep you informed throughout.