Reports To: Customer Relations Manager
Salary Dependent on Experience
Terms: Permanent, 36 hours per week
Location: Birchwood / Hybrid
ABOUT THE ROLE
The Customer Relations Advisor is responsible for delivering high-quality customer service across the Land Trust. Acting as the first point of contact for incoming enquiries, the role holder will manage resident interactions across telephone, email and customer portals, ensuring enquiries are resolved efficiently and within agreed service levels. The role plays a key part in supporting service charge customers, triaging enquiries, coordinating responses across multiple departments and maintaining positive customer relationships.
KEY RESPONSIBILITIES
- Act as the first point of contact for all customer and resident enquiries.
- Handle enquiries via telephone, email, correspondence and customer portals.
- Deliver a professional, timely and customer-focused service in line with agreed service standards.
- Manage customer cases through to resolution, ensuring customers are kept informed throughout.
- Coordinate responses across Estates, Finance, Legal and other departments where required.
- Support the handling of customer complaints, compliments and feedback.
- Escalate complex or sensitive enquiries as appropriate.
- Respond to service charge enquiries from residents and customers.
- Process payments and assist with payment-related enquiries.
- Support customers with direct debit, arrears, statements, refunds and account queries.
- Assist with house sale enquiries and service charge statement requests.
- Maintain accurate customer and service charge records.
- Triage incoming enquiries and allocate tickets to the appropriate teams.
- Monitor and manage open tickets to ensure timely responses and resolution.
- Ensure all customer interactions are accurately recorded within Zendesk.
- Assist with MyLandTrust/Engage portal enquiries and customer registrations.
- Build and maintain positive working relationships with internal and external stakeholders.
OTHER RESPONSIBILITIES
- Liaise with housing developers, solicitors, and relevant stakeholders to ensure all required legal documentation is received within agreed timescales, proactively following up and escalating outstanding information where necessary.
- Work closely with the Estates team to support the effective management of homeowner, resident, and commercial occupier enquiries, ensuring tickets are monitored, progressed, and responded to within service level expectations.
- Undertake any other duties reasonably required by the Customer Relations Manager.
- Support customer communication campaigns and service charge mailings.
- Identify recurring issues and escalate trends to the Customer Relations Manager.
PERSON SPECIFICATION
Essential Skills:
- Excellent customer service skills.
- Strong verbal and written communication skills.
- Professional and confident telephone manner.
- Excellent task management and organisational skills.
- Ability to prioritise workloads and meet deadlines.
- Strong attention to detail and accuracy.
- Ability to work collaboratively across multiple teams.
- Problem-solving skills and ability to take ownership of issues.
- Proficient in Microsoft Office applications.
Essential Experience:
- Experience working within a customer service, customer relations or contact centre environment.
- Significant experience handling customer enquiries via telephone.
- Experience managing multiple tasks and competing priorities.
- Experience working to service level agreements (SLAs).
- Experience using CRM or ticket management systems such as Zendesk.
- Experience dealing with written customer correspondence.
Desirable experience:
- Experience using Zendesk.
- Knowledge of service charges, housing, property management or estate management.
- Experience handling customer complaints.
- Use of AI, specifically CoPilot.
OTHER RELEVANT INFORMATION
- This position requires the post holder to act flexibly and undertake other duties and responsibilities commensurate with the post
- The post holder will ideally have a current valid driving licence
- The role may require a DBS check
Benefits
- A salary sacrifice pension scheme, with LT matching employee contributions up to 6%
- Life Insurance (4 x salary)
- Flexi time and hybrid working
- 26.5 days holiday per year, plus bank holidays increasing to 31.5 days with service (pro rata).
- Option to buy additional holiday.
- Employee Assistance Program
- Health Care cash back scheme (Medicash)
- Training and Development support
- Enhanced Family leave
- Business travel costs will be reimbursed
Applicants must have the right to live and work in the UK. Please note we are unable to provide sponsorship.
The Land Trust is committed to the principle of equal opportunity in employment and its employment policies for recruitment are designed to ensure that no job applicant or employee receives less favourable treatment on the grounds of age, disability, gender re-assignment, marriage or civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation.
ABOUT THE LAND TRUST
The Land Trust is the UK’s premier green space management organisation, offering outstanding stewardship and delivery for clients, communities and the environment.
Our aim is to create and maintain sustainable high-quality greenspaces to improve the quality of people’s lives and enhance the environment both now and for future generations.
Our vision is to improve the quality of people’s lives by creating sustainable, high quality green spaces that deliver environmental, social and economic benefits.
We manage over 90 sites across the UK and help a wide range of public and private landowners who, for a variety of reasons, want to pass on responsibility (or liability) for the management of sites, public open space or new green infrastructure to find bespoke long-term funding and, management solutions. These can include service charges, section 106 or endowment, or a hybrid of funding sources. Our current endowment portfolio of approximately £200m provides the financial resources to ensure that our endowed sites are managed to a good standard and contribute to the wellbeing of the communities by which they are surrounded.
Of these 90 sites, just under 20 are currently funded via Freehold Estate service charges. We have approximately 14,000 homeowners across these sites, with this number increasing all of the time. Providing quality customer service is a key part of what we do as a charity.
Our work is guided by the delivery of our five charitable objectives on all of our sites, and this is what motivates us: health and wellbeing, environment and biodiversity, community cohesion; education and learning; and economic vitality.
