Customer Service Advisor in Newtown

The Encore culture not only attracts the brightest talent, but also industry recognition as we’ve been awarded Employer of the Year on many occasions. Our ambition is to be regarded as the most professional managing agent in the country - with a team of exceptional people who are energised by what they do. We’re all about communication, collaboration, teamwork - and having fun while we work. By creating an inviting environment for our people to be inspired, learn and flourish can make all the difference.

As our SC Collections and Payments Specialist, you’ll play a vital role in delivering exceptional customer service while supporting the financial backbone of our operations. You’ll collaborate closely with internal teams - such as Estate Management, Legal, and Facilities - and build strong relationships with external partners, including suppliers and leaseholders. Through every interaction, you’ll ensure smooth, accurate financial transactions while providing a responsive, professional, and customer-focused experience that reflects our commitment to service excellence.

What You’ll Be Doing

• Customer Liaison: Handle supplier payment and Leaseholder enquiries with flair and professionalism.
• Query Management: Tackle Dwellant queries, resolving disputes and duplicate items.
• Timely Payments: Ensure supplier refunds are processed promptly while adhering to Health & Safety guidelines.
• Financial: Process invoices, conduct regular bank reconciliations, and prepare our fortnightly payment runs.
• Statement Reconciliation: Keep things tidy by reconciling supplier statements and addressing any queries with confidence.
• Pooled Accounts: Ensure our pooled accounts are well‑funded and Leaseholder payments are managed as per ARMA guidelines.
• Team Collaborator: Work closely with estate managers and suppliers to resolve urgent issues and keep everything running smoothly.

Experience: 1+ years of customer experience (bonus points for service charge client accounting or Qube software knowledge!).

Communication & Other Skills

• Communication Skills: Exceptional verbal and written communication skills - you’re the friendly voice that everyone loves to hear from!
• Organisational Skills: Excellent time management, prioritisation, and diary management to keep everything on track.
• Team Spirit: A collaborative, approachable attitude that makes you a joy to work with.
• Tech Savvy: Proficiency in Microsoft Outlook, Word, and Excel to keep our operations streamlined.

At Encore, we’re here to make residential property management feel personal, thoughtful, and seamless. Since we opened our doors in 2004, our mission has been simple: to deliver an outstanding experience for every customer, with genuine care at the heart of everything we do. We don’t just look after buildings, we look after the people who call them home, treating each property as if it were our own. Join us at Encore, where we offer a supportive, fun, and collaborative environment. With a hybrid work model and opportunities for professional growth, you’ll find the perfect balance between work and life. If you’re ready to take your career to the next level and help us create amazing communities, we want to hear from you!

We operate a hybrid working model. This role requires you to be in the Cambridge office 2 days per week.