Overall Purpose Our Customer Advisors work within the Customer Hub team to provide an exceptional Get Living experience. The role handles customer enquiries in a professional and timely manner and ensures all customer interactions are delivered against agreed SLAs, consistently meeting incoming customer demands across all our Neighbourhoods. Main Duties & Responsibilities The company’s first point of contact via phone, email through a ticket based CRM system, online chat and social media. Deal with enquiries on all aspects of residential lettings and property management, ensuring that these are answered within a timely and professional manner. Assist customers with their property search, providing advice and guidance regarding the Neighbourhoods and properties available, qualifying applicants and managing the viewing booking process, pre-reservation queries and online reservations, and arranging access with residents of occupied homes. Liaise with the Neighbourhood Hubs to ensure the delivery of resident work orders and operational requests, including but not limited to, utility management, meter readings, POs, reference requests. Acknowledge and manage complaints within agreed timeframes, actively listening and responding with practical solutions and focused advice, whilst always ensuring compliance with Neighbourhood processes and relevant legislation, including data protection. Achieve the required standards of performance based on KPIs including call answer rates and maintain high levels of quality & satisfaction, measured through feedback, call assessments and other measures, including HomeViews and Google reviews. Be proficient in technologies that support the team including CRM, phone systems and navigation of the website, ensuring 100% accuracy of data recording in all systems. Qualifications & Experience Experience working in the Build To Rent or property sector (preferable). Experience of working within a customer service environment (essential). Experience of dealing with a high volume of enquiries through telephone and email (essential). Experience working in the residential and property management sectors (desirable). Key Skills & Competencies Excellent communication skills, both written and verbal. Excellent interpersonal skills with the ability to engage and be confident in dealing with a variety of people. Adaptable and resilient, able to handle pressure and experience of handling busy periods. Proactive, organised and efficient. Maintains high standards with exceptional attention to detail. Operates with high levels of integrity, handles customer data with sensitivity.