Overall Purpose: Our story begins in 2013: Get Living started by creating its own industry, ‘Build to Rent’. We create brilliant, big-city neighbourhoods, each unique and compelling in their own right. Our vibrant communities connect people and create lasting social, environmental and commercial value. Our Customer Advisors work within the Customer Hub team to provide the Get Living experience. Handling customer enquiries in a professional and timely manner, you will ensure all customer interactions are delivered against agreed SLAs. You will participate in daily operations to consistently meet incoming customer demands across all our Neighbourhoods. This is an office-based role, requiring availability between the hours of 9am - 7pm on a shift basis including Saturdays. Key Relationships: Internal – Heads of Customer Hub, Senior Customer Advisor, Customer Hub Team, Neighbourhood Teams External – Residents and Customers, Property Management Companies Main Duties & Responsibilities: Being the company’s first point of contact via phone, email through a ticket based CRM system, online chat and social media. Dealing with enquiries on all aspects of residential lettings and property management, ensuring that these are answered within a timely and professional manner. Assisting 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. Liaising 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 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. Note - this is a summary of the main duties of this position. The Company reserves the right to require the role-holder to undertake such additional tasks or duties as may be within their capabilities and abide by all reasonable rules and instructions given by the Company Get Living Commitment ESG Lead and promote ESG initiatives as well as identifying ways to improve sustainability goals. Health and Safety Get Living is responsible for providing a safe and healthy environment for all its employees, residents, commercial occupiers, service providers, and visitors who may be affected by its undertakings across its portfolio. We are committed to continual improvement of performance, recognising the importance of investing in the health and welfare of its Employees by providing a physical and social working environment which is conducive to maintaining a healthy, fit and highly motivated workforce. We encourage a positive health and safety culture by actively promoting occupational health and safety through the provision of information, training, instruction and supervision. Through ongoing consultation with employees, partners and suppliers everyone is enthusiastically involved in managing risk and ensuring that our sites are a safe place to live, work and visit. Our Commitment We are committed to creating a diverse environment and we are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender identity or expression, sexual orientation, national origin, genetics, disability, age or veteran status.