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15 Mar 2023

Full-Time Initial Enquiries Advisor

Ella McCall – Posted by Ella McCall Anywhere

Job Description

A fantastic opportunity has arisen to work within the Initial Enquiries Team at The Property Ombudsman (TPO) as an Advisor.

Do you have excellent administration skills with a passion for providing a service which put the consumer at the heart of the process? Then we want to hear from you.

Initial Enquiries Advisor

Salary: £20,473.80

Full time: 35 hours per week


Location: Home based with occasional travel to Salisbury

About us

The Property Ombudsman provides a free, impartial and independent service, helping to resolve disputes between Consumers and Property Agents. We are the largest Ombudsman scheme in the sector and the only one to operate Codes of Practice to raise standards and share best practice in the industry.  As a not-for-profit organisation we have been providing a free to use and impartial dispute resolution service since 1990.

Key Responsibilities

You will be at the frontline of delivering a high-quality customer service to consumers and agents, giving information and advice by telephone, email or letter, and recording all initial enquiries received in line with TPO procedures. Using your excellent communication and listening skills you will have a natural ability to explain complex information clearly and signpost to relevant external agencies as required.

With a passion for excellent customer service and standards, you will ensure that the service you provide has the consumer and agents at the heart of our work. The ability to build effective relationships and rapport with consumers and agents is critical in providing an effective service.

Resilience is a key attribute when dealing with complaints, you will need to show determination and compassion, whilst remaining impartial, often in the face of direct and personal challenge. You will have the ability to demonstrate empathy, whilst maintaining transparent, direct and diplomatic communications.

You will be capable of delivering quality, consistently and under pressure within quality and output performance targets.

Good computer skills and attention to detail are essential in our fast-paced environment. We are looking for a committed team player, who can work well under pressure, supported by a friendly team.

What we are looking for

GCSE level education or equivalent working experience

Excellent communication skills

Experience of complaints handling/customer service

Excellent IT skills

Ability to maintain rapport with challenging consumers and agents

Empathy and emotional intelligence

Customer focused approach

Ability to consistently pay attention to detail and maintain consistency in quality of work

Positive can-do attitude

Ability to work under pressure and manage high workloads


A proven ability to work collaboratively and achieve results whilst working remotely.

Experience of live logging of calls (desirable)

Property knowledge (desirable)

TPO Values Statement

TPO values the benefits of diversity and inclusion to society and our service. We are committed to the equal treatment of all current and prospective employees and do not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.  As a result, we are keen to meet people with different and varied experiences and encourage all applicants who feel they have the knowledge and skills to meet our criteria to apply for this role.

How to Apply

How to apply Applications for this post will be accepted until Sunday 19 March 2023 (previous applicants need not apply), however we may close the vacancy before this date if we have received the right level of applicants. If you feel you have the experience and skills for the Initial Enquiries Advisor position, please apply now by email or by post to The Property Ombudsman, Milford House, 43 - 55 Milford Street, Salisbury, Wiltshire, SP1 2BP. All applicants must prove they live and have the right to work in the UK.

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: 20,000 - 40,000.

Job expires in 39 days.

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