Initial Enquiries Advisor
| Posting date: | 30 September 2025 |
|---|---|
| Salary: | £23,000 per year |
| Hours: | Full time |
| Closing date: | 06 October 2025 |
| Location: | UK |
| Remote working: | Fully remote |
| Company: | The Property Ombudsman |
| Job type: | Permanent |
| Job reference: |
Summary
We are seeking a dedicated and customer-focused Initial Enquiries Advisor to join our team. As the first point of contact for all incoming enquiries to TPO, you will play a crucial role in delivering high-quality customer service. Your primary responsibility will be to provide advice, guidance, and signposting to consumers and agents, helping them navigate TPO procedures effectively.
At TPO, we value each team member's contribution to providing an exceptional customer service experience. You will be part of a supportive team environment with opportunities for development and growth. If you are passionate about customer service and keen to make a difference, we encourage you to apply.
Initial Enquiries Advisor
Salary: £23,000
Full time: 35 hours per week
Permanent
Location: Home based with occasional travel
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
GSCE 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
Resilience
A proven ability to work collaboratively and achieve results whilst working remotely.
Experience of live logging of calls (desirable)
Property knowledge (desirable)
How to apply
Applications for this post will be accepted until Monday 6 October 2025 at 5pm (previous applicants need not apply), however we may close the vacancy before this date if we have received the right level of applicants. No candidate will meet every single desired requirement so if you feel you have the experience and skills for the Initial Enquiries Advisor position, please apply now by email. All applicants must prove they live and have the right to work in the UK. Applications from individuals only.
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. 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.
These include people who are:
• Asian, Black, Mixed Ethnicity or another ethnic background
• disabled
• LBGTQ+.
Benefits:
• 26 days (rising to 31 days) annual leave plus UK bank holidays
• remote working – 100% home based
• flexible working
• access to a free, confidential Employee Assistance Programme offering 24/7 advice and support from professionals and counsellors
• online wellbeing support (nutrition, exercise and discounts)
• paid for professional memberships
• eye test reimbursement and £50 contribution towards eyewear to all
• flu jab
• Mental Health First Aiders
• company pension (4% or 5% matched)
• Death in Service (4x salary)
Inclusion & Wellbeing
Equality, diversity, inclusion, and wellbeing are vital to the way we work and our culture. We want our colleagues feel included, valued, and supported at work. It is essential that we are representative and accessible for the people who work here and those who use our service.
Actions we take to embed this include:
• monitoring the demographic trends in our workforce and making measured, sustained efforts to improve our diversity at all levels
• providing wellbeing support and opportunities for personal and professional development for all colleagues
• creating spaces for connection and engagement through our employee network groups and social clubs
At TPO, we value each team member's contribution to providing an exceptional customer service experience. You will be part of a supportive team environment with opportunities for development and growth. If you are passionate about customer service and keen to make a difference, we encourage you to apply.
Initial Enquiries Advisor
Salary: £23,000
Full time: 35 hours per week
Permanent
Location: Home based with occasional travel
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
GSCE 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
Resilience
A proven ability to work collaboratively and achieve results whilst working remotely.
Experience of live logging of calls (desirable)
Property knowledge (desirable)
How to apply
Applications for this post will be accepted until Monday 6 October 2025 at 5pm (previous applicants need not apply), however we may close the vacancy before this date if we have received the right level of applicants. No candidate will meet every single desired requirement so if you feel you have the experience and skills for the Initial Enquiries Advisor position, please apply now by email. All applicants must prove they live and have the right to work in the UK. Applications from individuals only.
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. 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.
These include people who are:
• Asian, Black, Mixed Ethnicity or another ethnic background
• disabled
• LBGTQ+.
Benefits:
• 26 days (rising to 31 days) annual leave plus UK bank holidays
• remote working – 100% home based
• flexible working
• access to a free, confidential Employee Assistance Programme offering 24/7 advice and support from professionals and counsellors
• online wellbeing support (nutrition, exercise and discounts)
• paid for professional memberships
• eye test reimbursement and £50 contribution towards eyewear to all
• flu jab
• Mental Health First Aiders
• company pension (4% or 5% matched)
• Death in Service (4x salary)
Inclusion & Wellbeing
Equality, diversity, inclusion, and wellbeing are vital to the way we work and our culture. We want our colleagues feel included, valued, and supported at work. It is essential that we are representative and accessible for the people who work here and those who use our service.
Actions we take to embed this include:
• monitoring the demographic trends in our workforce and making measured, sustained efforts to improve our diversity at all levels
• providing wellbeing support and opportunities for personal and professional development for all colleagues
• creating spaces for connection and engagement through our employee network groups and social clubs