Customer Service Administrator

Encoreestates; Cambridge; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A residential property management company in Cambridge is seeking a Customer Service Administrator to support operations in financial transactions and customer service. You'll be a key liaison for supplier and leaseholder enquiries, resolving disputes, and ensuring timely payments. Ideal candidates bring strong customer service skills, excellent communication, and a collaborative approach. The role offers a hybrid work model, requiring two office days weekly, along with opportunities for professional growth.

Benefits

Hybrid work model

Opportunities for professional growth

Supportive work environment

Qualifications

• Strong customer service background required.
• Exceptional verbal and written communication skills needed.
• Excellent time management and organization skills are essential.
• Collaborative and approachable team spirit is necessary.
• Tech-savviness with Microsoft Office tools is a must.

Responsibilities

• Handle supplier payment and leaseholder enquiries.
• Resolve disputes and manage queries effectively.
• Process invoices and conduct bank reconciliations.
• Reconcile supplier statements and manage queries.
• Ensure pooled accounts are well-funded per ARMA guidelines.
• Collaborate with estate managers and suppliers on urgent issues.

Skills

Customer service background

Exceptional verbal and written communication

Excellent time management

Collaborative attitude

Proficiency in Microsoft Outlook, Word, Excel

Job description

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.

The Encore culture not only attracts the brightest talent, but also industry recognition as we've been awarded Employer of the Year on many of 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. Were 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.

The Role

As our Customer Service Administrator (Job title will be - Service Charge Collections and Payments Administrator) you’ll play a key role in supporting Encores operations. You’ll work closely with internal teams—such as Estate Management, Legal, and Facilities—as well as external partners, including suppliers and leaseholders. Your focus will be on ensuring accurate financial transactions whilst delivering amazing customer service.

What You’ll Be Doing

• Customer Liaison: Handle supplier payment and Leaseholder enquiries with flair, empathy and professionalism.
• Query Management: Resolving disputes and problem solving.
• Timely Payments: Ensure supplier refunds are processed promptly while adhering to Health & Safety guidelines.
• Finances: 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.

What You’ll Bring

• Experience: Strong customer service background.
• Communication Skills: Exceptional verbal and written communication.
• 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.

What we offer

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.