Customer Service Advisor

At Residential Management Group (RMG), we're committed to delivering a high quality service to our customers and creating a supportive, inclusive workplace for our people. We're now looking for a Customer Service Advisor to join our Customer Service Centre and play a key role in supporting our residential portfolio.

As a Customer Service Advisor, you'll be the first point of contact for our customers, handling a wide range of enquiries by phone and email. You'll ensure queries are resolved accurately and within agreed service levels, escalating to senior or specialist colleagues where appropriate to achieve the best possible outcome for the customer.

You'll also have opportunities to build your knowledge of our portfolio through regular collaboration with colleagues and occasional site visits, helping to strengthen relationships and improve service delivery.

Where will I be working?

Monday to Friday 9am - 5:30pm based at our office in Victoria (SW1P 2AF)

What you'll be doing

• Managing customer enquiries via phone and email, ensuring cases are handled efficiently and within SLA
• Aiming for first call resolution, referring matters to senior or specialist teams when required
• Accurately recording all customer interactions and updating systems to maintain data integrity
• Developing a strong understanding of RMG's services, products, and internal systems
• Maintaining awareness of relevant regulatory and legal requirements and supporting compliance
• Supporting colleagues by sharing knowledge and offering guidance where appropriate
• Identifying and reporting risks or incidents in line with RMG's risk management framework

What we're looking for

• Experience in a customer focused role, ideally within a contact centre or a customer service desk
• Strong communication skills, both written and verbal
• The ability to manage multiple enquiries while maintaining accuracy and attention to detail
• Confident using IT systems and a willingness to learn new tools and processes
• A collaborative approach and a commitment to delivering excellent customer service
• Previous experience using Salesforce would be an advantage

What does RMG have offer you?

You'll not only be joining a thriving market leader where you'll benefit from working alongside the best in the industry, you'll also receive a superb package of company benefits including:

• 27 days holiday plus all Bank Holidays
• Free Healthcare cashback Plan (re-claiming for things like optical treatment (plus an optical discount voucher) and dental care, physiotherapy and GP Charges - plus more! (all to a generous, fixed amount), plus 24/7 access to remote GP Services
• Sponsorship for study and professional qualifications (up to 4 study days)
• Pension scheme (matched up to 7%) and Life assurance (4 x annual salary)
• As part of Places for People Group (RMG's parent company), you will have access to Our Place Rewards, where you can choose from a huge range of shopping discounts, instore vouchers and reloadable e-cards, earn cashback on on-line purchases and take advantage of many exclusive offers!
• Quarterly team day out for all staff (paid), a summer event, a Christmas party, office snacks, fruits and much more.