Customer Service Associate

About the role

The Customer Service Associate works as part of a team to manage the day-to-day running of a property and its community, covering marketing, building maintenance and tenancy administration. The aim is to promote and maintain an excellent resident experience in order to achieve occupancy and retention goals. The position is full time in London.

Key responsibilities

• Deliver exceptional resident living and respond positively to customer queries and complaints in line with the complaints procedure.
• Support events and activities within the community and establish relationships with university clients.
• Complete administrative tasks such as logging maintenance requests, filing, preparing notices and updating databases.
• Carry out marketing activities such as open days and leafleting, and sales and leasing activities including viewings, follow-up on enquiries and sales conversions.
• Assist with summer community preparations, including move-in and move-out processes.
• Chase outstanding rent arrears, promote tenancy extensions and other revenue streams such as vending, and raise purchase orders in line with procedures.
• Ensure tenant refunds are completed on time, look to maximise utility efficiency, and carry out health and safety compliance activities.
• Participate where required in an on-call roster for out-of-hours emergency support.

Required profile

• Good level of general education.
• Fluent English, spoken and written.
• Excellent customer service skills and significant experience in a customer-facing role.
• Good team player with strong relationship-building and influencing skills, and able to act autonomously.
• Numerical skills and good organisation, with the ability to multitask and prioritise.
• Self-aware and adaptable to a changing environment.

Required skills

• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Use of other systems such as databases or booking systems; training is provided for in-house systems.
• Knowledge of UK Health and Safety requirements and legislation.