Customer Support Advisor

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.

Customer Support Advisor

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

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.

If you’re a confident communicator who thrives in a fast-paced environment and genuinely enjoys helping people, we’d love to hear from you.

ROLE EXPECTATIONS

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.

What Success Looks Like

• Residents and clients feel heard, helped and well looked after
• Queries are resolved accurately, politely and within agreed timeframes
• Your written communications are clear, professional and error-free
• You manage your workload effectively, prioritising urgent matters confidently
• You’re growing your knowledge of the property industry and contributing positively to the team

How You’ll Spend Most Of Your Time

• 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

Who This Role Is For

• Has clear, confident communication skills — both written and verbal
• Has an exemplary telephone manner and can manage challenging calls calmly
• Listens carefully and asks the right questions to fully understand a query
• Can prioritise effectively and stay organised in a busy environment
• Takes ownership of their workload and uses good judgement to make decisions
• Is committed to their own development and eager to learn about the property sector

Experience That Helps

• 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

What We Offer

• 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

About Trinity Estates

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.

How We Hire

• Initial conversation with our talent team
• Interview focused on your experience, communication style and approach

We aim to complete the process within two to three weeks and will keep you informed throughout.

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