Customer Support Advisor

Position:
Customer Support Advisor at Trinity Estates

Location: Head Office - Trinity Estates - Vantage Point, 23 Mark Road, Hemel Hempstead, Herts, HP2 7DN

Working Hours: 09:00 – 17:15, Monday - Friday

Salary: £24,530 per annum

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.

• 24 days annual leave for work‑life balance.
• Monday to Friday work only, no weekend or Bank Holiday work.
• Discounts on shopping and services through Perkbox.
• Employee Assistance Programme for confidential support.
• Opportunities for career growth.
• Recognition incentives – Star of the month.
• Cycle to Work scheme for a healthy lifestyle.
• Employee Referral Scheme for potential bonuses.
• Staff social events.

We are a vibrant, fun, and hardworking group of approximately 30+ team members who are passionate about providing outstanding customer service to all our residents and clients. We are proud that our team is a diverse group of individuals representing all ages, cultures, and backgrounds. The team is supportive and nurturing and we value each other’s qualities. The customer support management team provide strong and structured leadership and support as well as on the job training.

The role of Customer Support Advisor is responsible for providing an ongoing and efficient customer focused support service to residents and clients. The Customer Support Advisors work closely with the Property Management Team as well as other key stakeholders. Key responsibilities and tasks include:

• Dealing with a range of telephone and email correspondence from both internal and external parties.
• To understand, read and respond to all enquiries in a polite, timely, professional and friendly manner.
• To deal with instructions and issues that arise on the regional property portfolios and evaluate the appropriate course of action.
• Be able to present a logical argument verbally on the phone, as and when required so to do, in a straightforward, polite and business‑like manner.
• Ensure all written communications are presented in a clear, concise and grammatically correct format.

• Clear communication skills both written and verbal.
• Exemplary telephone manner and the ability to manage difficult and challenging calls.
• Excellent listening skills and an ability to ask appropriate questions to ensure a full understanding of the incoming queries.
• Commitment to self‑growth and personal development, particularly during the probationary period. We recommend familiarising yourself with training materials supplied in your induction.
• Be able to effectively prioritise your workload within a busy and fast‑paced environment.
• The ability to make and rationalise decisions using the appropriate resources and materials available.
• Taking responsibility for your day to day workload and prioritise urgent tasks.

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