Customer Service Advisor

We are seeking an enthusiastic Customer Service Advisor to join our Central Services Team at our head office in the city centre of Salisbury. This role offers variety and a chance to be at the heart of our operations, supporting both client accounts and administrative services. You'll be the first point of contact for customers and will handle a range of administrative and office management duties.

Responsibilities and Goals

• Working as part of a team, across all brands within the group, to ensure customer queries are handled within the company service level agreements and to the highest standard.
• Respond to client queries via multiple communication channels, including phone calls, emails, and letters.
• Escalating customer calls and emails to Property Managers and the Customer Experience Team as appropriate.
• Liaising with Property Managers regarding account queries from clients.
• Completing full and comprehensive log calls and notes on QUBE.
• Negotiating payment plans for property owners and bi-monthly payment reconciliations to ensure payments are made.
• Updating of accounts on QUBE.
• Any other ad hoc duties, including helping the Client Account Manager with administration tasks when required.
• Answer and route calls via the group main switchboard, logging callbacks.
• Perform office management duties including managing post, ordering supplies, booking meeting rooms, and assisting with reception duties.
• Manage administration inboxes, routing queries to the correct departments.
• Conduct mail merges and assist with ad hoc administrative tasks and reports.
• Log complaints and facilitate the complaints process.

Qualifications

• A desire to help customers and deliver a high standard of customer assistance.
• Good level of proficiency with Microsoft Word and Excel.
• Excellent communication skills, both verbal and written.
• A confident and assured telephone manner.
• Exceptional organisational skills and ability to work to deadlines.
• An effective and enthusiastic team player.
• Self‑motivated and target driven.
• Strong attention to detail and high level of accuracy.
• Ability to work on your own initiative.
• Capable of working under pressure during busy periods.
• Experience of high-volume of daily calls and emails.
• Reliable with excellent timekeeping.

Bonus Skills

• Experience of using QUBE system.
• Experience with Webchat.

Benefits

Competitive salaries, a benefits package, and a supportive, friendly working environment.

Hours

37.5 hours per week.

Equal Opportunity Statement

Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.