Customer Service Advisor

Role Details

Role: Customer Service Advisor

Location: Shrewsbury

Salary: £25,385

Role Overview

Durrant Talent Solutions is partnered with a well-established property management organisation that is looking to add a Customer Service Advisor to its growing team.

As the first point of contact for residents, leaseholders, clients and contractors, you will play a key role in delivering an exceptional customer experience. You will be responsible for handling incoming calls and emails, resolving routine enquiries, and directing more complex matters to the appropriate team members. This is an excellent opportunity for someone with strong communication skills who enjoys working in a fast-paced, customer-focused environment.

Role Responsibilities

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• Act as the first point of contact for all incoming telephone and email enquiries, delivering a professional and friendly customer experience.
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• Respond to routine customer queries efficiently and escalate more complex issues to the relevant department or Property Manager.
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• Prepare and distribute customer communications using company templates and mail merge functionality.
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• Support Property Managers and departmental teams with client, resident and contractor correspondence.
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• Upload and maintain documentation across internal systems, ensuring records remain accurate and up to date.
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• Manage shared office diaries and coordinate appointments where required.
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• Liaise with colleagues across the wider business to obtain and share information relating to managed properties.
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• Attend team meetings and contribute positively to departmental objectives.
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• Ensure all work is carried out in line with industry best practice, company procedures and relevant regulatory requirements.
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• Complete mandatory training and actively participate in ongoing professional development.
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• Build positive relationships with residents, clients, contractors and colleagues through excellent communication and customer service.
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• Contribute to a collaborative team culture and support the continued success of the department.
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• Keep up to date with relevant legislation and industry developments affecting residential property management.
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Personal Specification

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• Previous experience in a customer service, administration or contact centre environment.
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• Excellent verbal and written communication skills.
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• Strong organisational skills with the ability to prioritise a busy workload.
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• Confident using Microsoft Office and internal computer systems.
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• A proactive approach with excellent attention to detail.
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• Professional, approachable and customer-focused.
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• Experience within the property sector would be advantageous but is not essential. similar.
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Equal Opportunities Statement

Durrant Talent Solutions is committed to promoting equality, diversity and inclusion throughout the recruitment process. We welcome applications from all suitably qualified individuals regardless of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or any other characteristic protected under the Equality Act 2010. Selection decisions are based solely on skills, experience, qualifications and suitability for the role.

Due to the high volume of applications received, we may only be able to contact candidates who are shortlisted. If you do not hear from us within 7 days of submitting your application, please assume your application has been unsuccessful on this occasion.