Customer Experience Advisor

Customer Experience Advisor

Centrick Birmingham, England, United Kingdom

Join the Centrick team as a Customer Experience Advisor and become the first point of contact for residents and clients. In this customer‑service focused role you will support a wide range of property‑related queries, build trust, and ensure timely, accurate resolution of all resident enquiries.

• 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.

• 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 our dedicated academy.
• 24/7 mental health services.
• Birthday bonus – an extra day off on your birthday.
• One volunteer day annually to support a charity or cause close to your heart.
• Monthly perk platform 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.