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Estates and Management Ltd is a privately owned property services company providing expertise in all aspects of freehold management, from collecting ground rents, extending leases, selling freeholds and arranging property insurance and maintenance. Working closely with clients and tenants we provide a strong customer focus with a commitment to professionalism.

With c160 employees based at our offices in Finchley Central, we are looking for a high calibre committed individual who enjoys working in a challenging as well as rewarding environment.


Working hours: Monday to Friday, flexible working hours starting from 8am to 10am and finish accordingly, with one hour for lunch

Location: Finchley Central (N3), One day working from home subject to Company's agile working policy

Reporting to: Team Manager

Salary: £25,650

Contract and remuneration:
This is a permanent, full-time position
20 days starting annual leave; increasing to 30 days with continuous length of service
Discretionary bonus twice yearly and discretionary annual pay review
Life assurance policy
Pension contribution of 3% of pensionable salary
Private health care & eye care scheme, once passed probation
Access to discounts platform, well-being hub and employee assistance programme.


Job purpose: To work within one of our teams of 2 - 15 agents providing administrative and telephone support. To provide a best-in-class and professional service as well as managing email correspondence and data processing to a professional standard; successfully resolve queries at the first point of contact wherever possible, promptly and courteously. The post holder will be required to work flexibly and conscientiously, in a high volume, fast paced environment.

Key accountabilities:

  1. Answering a high volume of inbound calls from homeowners, solicitors and other third parties in a professional and timely manner, creating a positive experience for each caller.
  2. Identifying the caller's needs, managing expectations, clarifying information, researching any issues and providing solutions, whilst responding to their enquiry.
  3. Managing administration, communicating, and coordinating with internal departments, as well as directing inbound calls to the appropriate resources if required.
  4. Maintaining and updating the database in accordance with company policies, including logging each matter and any further action required.
  5. Reviewing and extracting information from various sources including the database, leases and HM Land Registry.
  6. Identifying and escalating priority issues and reporting to senior management where required.
  7. Handling any correspondence in accordance with company policies in a timely manner.
  8. Providing standard and ad-hoc letter responses to homeowners, solicitors or other third parties' enquiries.
  9. Contributing to process improvements by considering and highlighting any trends and offering suggestions for improvements.


Skills and knowledge: essential
GCSE or equivalent in English and Maths, with a result of C or above
Attention to detail; previous experience in data-entry will be valued
Computer literate: intermediate use of Word and Excel
Good organisation skills

Skills and knowledge: desirable
Previous experience in a customer service environment, either face to face or over the telephone.
Previous experience in an administrative position or office environment.
Knowledge of property law

Person specification:
Attention to Detail:
 able to demonstrate accuracy in all aspects of your role and possess a keen eye for detail. Able to pick up on small details to provide accurate responses to callers.

Organised: able to manage multiple tasks and handle a high volume of calls, extract information from various sources and track previous history while speaking to caller and taking accurate notes.

Customer Service: able to communicate effectively, providing accurate information in a helpful manner, and maintaining a professional attitude at all times. Able to adapt to unique customer queries and situations and have a positive attitude toward callers, even when dealing with difficult issues.

Data input: able to show accuracy and speed when entering data into a database, copying from written and oral sources. Able to learn new systems, including the database, and use them effectively in accordance with company procedures.

Working in a team: able to work with all of our teams productively and cooperatively with a variety of colleagues, and willing to learn new responsibilities as required within the team environment.

Letter writing: able to write professional letters, both using templates and drafting letters. A high level of accuracy is required when dealing with the information provided in company correspondence.

Problem solving: able to investigate a query and suggest solutions. Ability to ask questions and manage sensitive or challenging situations.

Ability to use initiative: After an initial training period, individuals will be expected to effectively recognise when they need to make a decision, and when assistance should be requested from a more experienced member of the team or management team.



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