Trinity Estates
Customer Account Advisor
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CUSTOMER ACCOUNT ADVISOR
Trinity Estates
Competitive
Hybrid - Hemel Hempstead
Role Overview
You will play a key role in ensuring customers are supported and debts are recovered efficiently across a large, diverse portfolio. Balancing collections and credit control with excellent service, you will manage the full lifecycle of the Sales Ledger, keeping accounts accurate, queries resolved and payments on track.
Working closely with internal teams, you will spot and resolve issues early, communicate clearly with residents and organisations, and escalate appropriately when needed. Your proactive reporting and collaborative approach will help drive portfolio performance while maintaining positive customer relationships.
ROLE EXPECTATIONS
You will spend most of your day engaging with customers by phone and email, progressing payments and resolving queries to keep accounts up to date. You will work through structured reminder cycles, monitor aged debt, and collaborate with colleagues to remove barriers to payment. You will balance empathy with firmness, following process while tailoring your approach to each situation.
What Success Looks Like
- Consistently reduced aged debt across your portfolio with clear action plans in place for all higher-risk accounts.
- Customer queries resolved quickly and accurately, with clear communication and minimal repeat contact.
- Accurate, timely reporting that highlights trends, risks and recommended actions for the Property Team and management.
- Strong, professional relationships with internal stakeholders that speed up dispute resolution and payment processing.
- Process-driven reminders and escalations executed on time, with well-documented case histories.
- Compliance with policies and procedures, including appropriate use of external solicitors when required.
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How You'll Spend Most Of Your Time
- Calling and emailing customers to agree payment plans, chase arrears and resolve issues.
- Working through cyclical reminder letters, statements and formal escalations in line with process.
- Monitoring and reporting on aged debt, highlighting priority cases and proposing next steps.
- Investigating and coordinating the resolution of disputes with internal teams to enable payment.
- Maintaining accurate Sales Ledger records, notes and documentation for every account.
- Liaising with external partners (e.g., solicitors) to progress legal action where appropriate.
Who This Role Is For
- You are customer-focused with a calm, professional style and the confidence to hold firm, fair credit control conversations.
- You are organised, process-driven and comfortable managing a high-volume workload.
- You communicate clearly in writing and by phone, adapting your tone to the situation.
- You enjoy problem-solving and collaborating with colleagues to remove blockers to payment.
- You take ownership, follow through and keep stakeholders informed.
Experience That Helps
- Experience in credit control, collections or accounts receivable within a high-volume environment.
- Background working with residential customers and/or mixed customer bases (consumers and businesses).
- Familiarity with accounting or property management systems and strong Excel skills.
- Exposure to dispute resolution and payment plan negotiation.
- Experience producing aged debt reports and action plans.
What We Offer
- Competitive salary, aligned to experience
- Company car or car allowance for field-based roles
- 24 days holiday plus bank holidays
- Pension scheme
- Vitality private healthcare
- Perkbox membership with discounts across retail, travel and entertainment
- Fully funded training and professional development, including paid study leave
- Employee referral scheme
- Annual salary review
- Free eye tests and Cycle to Work scheme
- Long service award
- Support for Army Reserve training
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About Trinity Estates
Trinity Estates is a leading residential property management company and the flagship brand within the wider Trinity Property Group.
Managing a diverse portfolio across the UK, the business supports developments ranging from modern city apartments to large-scale residential estates. Trinity Estates combines strong operational structure with a people-focused approach, delivering a consistent and professional service at scale.
For employees, this means access to larger and more varied portfolios, clear processes, strong internal support and genuine opportunities for progression within a growing organisation.
As part of a wider group, Trinity Estates offers both stability and career development, making it an ideal environment for those looking to build and progress their career in property management.
How We Hire
- Initial conversation with our talent team
- Interview focused on your approach to credit control and customer conversations, how you prioritise and report on aged debt, and how you collaborate to resolve disputes and drive payment outcomes
We aim to complete the process within two to three weeks and communicate clearly throughout.
INTERESTED?
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All applicants must be eligible to live and work in the UK. Documentary evidence of eligibility will be required.
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