Customer Support Advisor

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.

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

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.

• Residents and clients feel heard, helped and well looked after
• Queries are resolved accurately, politely and within agreed time frames
• Written communications are clear, professional and error‑free
• Workload is managed effectively, prioritising urgent matters confidently
• Knowledge of the property industry is growing and contributions are positive to the team

• 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

• Clear, confident communication skills—both written and verbal
• Exemplary telephone manner and ability to manage challenging calls calmly
• Strong listening skills and ability to ask the right questions
• Capable of prioritising effectively and staying organised in a busy environment
• Takes ownership of workload and uses good judgement to make decisions
• Committed to own development and eager to learn about the property sector

• 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

• 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

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.