Customer Care Assistant – Hybrid (Harlow)

About the role

This entry‑level Customer Care Assistant position is based in Harlow and offers a hybrid working model (three days in the office). You will be the first point of contact for customers, leaseholders, contractors and other stakeholders, delivering high‑quality service via telephone and live chat.

Key responsibilities

• Answer incoming telephone calls and respond to customer enquiries.
• Resolve queries where possible or direct them to the appropriate department.
• Raise and manage tickets for follow‑up actions.
• Provide support via live chat when required.
• Assist with service charge enquiries, account information and payment details.
• Support contractors and suppliers with invoice and work order enquiries.
• Provide updates on repairs and maintenance works.
• Assist with complaints, insurance and solicitor enquiries.
• Maintain accurate records on internal systems.

Required profile

• Excellent communication and telephone skills.
• 1–2 years’ experience in a customer service environment.
• Strong organisational skills and attention to detail.
• A positive and professional approach to customer service.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft Outlook

What we offer

• Hybrid working – three days in the office.
• 25 days annual leave plus bank holidays.
• Above‑average pension scheme.
• Death in Service benefit (2× salary).
• Private Medical Insurance and eyecare support.
• Additional paid day for charity volunteering.
• Other employee benefits.