We are looking for a Resident Services Coordinator to join a busy, customer-focused team based in our Reading office. This role provides essential full-time cover alongside our current Senior Resident Services Coordinator, ensuring residents always have someone available to support them. It is a fast-paced, phone-based role at the very first point of contact for our residents, and is ideal for someone who thrives in a high-volume, customer service environment and genuinely enjoys helping people.

Key Responsibilities

* Act as the first point of contact for existing residents, primarily via inbound phone calls, handling a high volume of calls throughout the day.
* Respond to a wide range of enquiries, from account queries and property change requests (e.g. pets, decorating) to maintenance and defect issues.
* Gather clear, accurate information from residents on each call to ensure enquiries are fully understood.
* Resolve queries directly wherever possible, drawing on product knowledge and experience.
* Log and triage enquiries that require specialist input, passing them to the relevant team for action.
* Manage and respond to the shared resident services inbox, resolving or forwarding enquiries as appropriate.
* Stay calm and professional under pressure, including managing voicemail backlogs during busy periods and handling repeat calls from residents awaiting a response.
* Support a positive resident experience at every interaction.

About You

* A strong background in customer service is essential, ideally including high-volume call handling (e.g. within telecoms, utilities, or a comparable call centre environment).
* Resilient and calm under pressure.
* Empathetic, with genuine interest in understanding and helping resolve a resident's situation.
* A confident, natural communicator who builds rapport quickly and leaves a strong impression in conversation.
* Comfortable working in a fast-paced environment and managing competing priorities (e.g. live calls and a growing voicemail queue).
* Real estate or property experience is a bonus but not required; full training will be provided.