Property/ Customer Support Advisor in Manchester

The Central Support Team is a vital part of Zenith’s Property Management function, acting as the first point of contact for leaseholders, suppliers, and contractors. The Property Support Advisor plays a key role in a fast-paced, call-handling environment, responding to a high volume of incoming telephone calls and emails each day. The role focuses on listening to customer concerns, recording maintenance requests, resolving account queries, and escalating more complex issues to the appropriate team. The ideal candidate will be confident, customer-focused, and highly organised, with strong communication skills and the ability to thrive in a fast-paced support environment.

Responsibilities

• Manage a high volume of incoming calls and emails from leaseholders and suppliers, providing courteous, professional, and timely responses.
• Deliver excellent customer service by actively listening, managing expectations, and following through to resolution.
• Receive and log maintenance requests using the Fixflo system, ensuring all details are recorded accurately.
• Maintain accurate records and ensure property databases are kept up to date.
• Log complaints in line with company policy, keeping detailed and accurate records.
• Update and escalate complaints to the Team Leader or relevant manager for investigation and resolution.
• Discuss account queries with leaseholders, including service charge or payment-related enquiries.
• Send statements of accounts, budget explanations, and cover letters where required.
• Arrange payment plans in accordance with company guidelines and ensure accurate documentation of all communications.
• Collaborate effectively with colleagues across departments to ensure a consistent and professional service experience for residents and clients.
• Contribute to the continuous improvement of systems and processes within the Central Support Team.

Requirements

• Proven experience in a customer service or call-handling role, ideally in property management, facilities, or a contact centre environment.
• Exceptional telephone manner with the ability to stay calm, professional, and empathetic under pressure.
• Excellent communication skills, both verbal and written.
• Problem solving and decision making skills.
• Highly organised, proactive, and adaptable within a fast-paced team environment.
• Comfortable using Microsoft Office and CRM systems.
• A positive team player with a proactive and solutions-focused approach.

This role may be subject to a satisfactory disclosure from the Disclosure and Barring Service (DBS check). We appreciate your interest in Zenith Management and thank you for the time invested in this application. We are currently reviewing all applications and are planning to schedule interviews in the upcoming weeks. If you are among the selected candidates, you can expect contact from our Human Resources team to arrange a preferred date/time.