Customer Support Advisor

Hemel Hempstead, Hertfordshire
Trinity Estates

Customer Support Advisor (Out of Hours) position at Trinity Estates

Location – Homebased

Working Hours – 17:00 – 00:00 Monday – Friday

Salary – £23,000 per annum

About Trinity Estates:

Trinity are one of the largest residential property management companies in England and Wales.

Working with leading house builders across the country, Trinity provides residential management services nationally. Our property professionals are home based and are located locally to the sites they manage. They are fully supported by a comprehensive team in our Hertfordshire head office which comprises, Surveyors, Accountants, Legal professionals, and a large customer support team.

Trinity is part of the Trinity Property Group, an Odevo Group Company.

Benefits:

The company offers various benefits, including:

• 24 days annual leave for work-life balance.
• Discounts on shopping and services through Perkbox.
• Employee Assistance Programme for confidential support.
• Hybrid and flexible work opportunities.
• Financial support for personal development.
• Opportunities for career growth.
• Recognition incentives.
• Cycle to Work scheme for a healthy lifestyle.
• Employee Referral Scheme for potential bonuses.

Job Description:

Trinity Estates are looking to recruit a highly motivated candidate to work alongside and support our Out of Hours maintenance team, Adiuvo.

This is a newly created home-based role and offers a unique opportunity to join our dedicated Customer Support team, working out of hours between 17:00 – 00:00 hours Monday to Friday.

The successful candidate will provide expert knowledge and support to our out of hours service provider and provide admin support to the Customer Support Day shift team.

What will your role look like?

• Provide telephone support to our Out of Hours service provider, Adiuvo- answering inbound calls, acting as a point of escalation and contact for queries relating to maintenance issues reported at our managed developments.
• Raise out of hours maintenance jobs on the Fixflo system, ensuring accuracy and precision.
• Complete mail merges for Customer Support and other departments as required.
• Review and progress open maintenance works within the Fixflo system, ensuring contractors are contacted via the online messaging service.
• Handover any critical issues to the customer support day team to monitor and progress.
• Ensure all written communications are presented in a clear, concise, and grammatically correct format.
• To contribute actively towards ensuring continuance and accuracy of processes in order to achieve maximum client retention rate.

Qualities and Skills:

Candidates for this position should have the following:

• Clear communication skills both written and verbal.
• Excellent listening skills.
• Be able to effectively prioritise your own workload with minimal supervision.
• The ability to interpret and respond to a variety of enquiries in a reasoned, precise and grammatically correct manner with empathy and understanding.
• Be able to present a logical argument verbally in a straightforward, polite and business-like manner.
• The ability to make decisions, having first evaluated all options and support the same with factual information.
• Excellent computer skills including Microsoft office suite.
• Must be available to work out of office hours (17:00 to 00:00, Monday to Friday)

Application Process:

All applicants must be eligible to live and work in the UK without restrictions, and documented evidence of eligibility will be required.

For further information, or to explore more opportunities, you can visit Trinity Estates on LinkedIn or our website. If you have questions or would like more details, you can contact our recruitment team at , quoting the reference number .