Customer Experience Advisor Job at 360 Resourcing Solutions (Birmingham)

Customer Experience Advisor

360 Resourcing Solutions

Location:
United Kingdom , Birmingham

Category:
Customer Service

Contract Type:
Not provided

Salary:

22500.00 - 23500.00 GBP / Year

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Job Description:

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.

Job Responsibility:

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

Requirements:

Thrive in a fast-paced, high-volume environment
Confident on the phone
Demonstrate empathy and ownership with every interaction

What we offer:

25 days’ holiday plus bank holidays
Enhanced pension scheme based on role
Holiday allowance grows with length of service
Medicash, virtual GP, therapies, dental and optical support
Company sick pay increases over time
Study support and access to dedicated academy
24/7 mental health services
Extra day off on your birthday
One volunteer day annually to support a charity or cause
Monthly perks via reward platform

Additional Information:

Job Posted:
January 05, 2026

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