Customer Service Assistant

VervLife; England; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading company in residential lettings seeks a Customer Service Assistant to enhance tenant experiences by managing inquiries and front of house operations. This role involves administrative support, relationship building, and ensuring high customer service standards in a dynamic environment.

Qualifications

• Experience in residential lettings or customer service is desirable.
• Ability to build rapport quickly with tenants.
• Confident in digital communication channels like email, SMS, WhatsApp.

Responsibilities

• Manage front of house operations and resident inquiries.
• Assist with lettings process from inquiry to booking.
• Maintain customer and tenancy records.

Skills

Customer Service

Organization

Communication

Attention to Detail

Tools

Microsoft Office

CRM systems

Job description

VervLife is seeking an enthusiastic Customer Service Assistant to join our team at One Canalside, Chelmsford. You will be the first point of contact on site for prospective tenants and play a key role in delivering exceptional customer service for our tenants. The role involves managing front of house operations, handling resident inquiries, coordinating with contractors, conducting viewings, administering new tenancies, and fostering a welcoming community atmosphere. The working hours are Monday to Friday, 9:00 to 17:30.

Key Responsibilities and Activities

Community Care, Engagement, and Satisfaction

• Lead front of house and telephone support, managing daily queries.
• Develop and maintain relationships with residents, ensuring high customer service standards.
• Organize programming, initiatives, and events to enhance resident experience.
• Proactively inform management of any issues or concerns.
• Ensure visitor and contractor sign-in/out in accordance with procedures.
• Maintain up-to-date customer and tenancy records.
• Perform any reasonable ad hoc duties as requested by the General Manager.

Lettings

• Assist with the lettings process from inquiry to booking.
• Provide administrative support, including correspondence, invoicing, and payment processing.
• Conduct viewings with interested parties.
• Review tenancy applications for suitability.
• Monitor the market and conduct competitor analysis.
• Create referencing requests through third-party contractors.

Financial Management Support

• Manage financial information using internal booking and finance systems.
• Raise purchase orders and process invoices.
• Implement effective credit control to prevent outstanding debts.

Health & Safety

• Follow policies and procedures compliant with current H&S legislation.
• Be familiar with fire and emergency procedures, including personal evacuation plans for disabled residents.

Additional Information

• Experience in residential lettings, build-to-rent, coliving, student accommodation, or letting agency is desirable.
• Focus on delivering outstanding customer service.
• Ability to build rapport quickly and confidently.
• Highly organized with attention to detail.
• Confident in phone communication and digital channels like email, SMS, WhatsApp.
• Proficient in Microsoft Office and familiar with CRM and booking systems.
• Maintain professionalism and confidentiality at all times.
• Ability to work independently and under pressure.
• Dedicated to fostering a safe, inclusive, and customer-focused environment.

At VervLife, we value diversity and are committed to equal opportunities. We welcome applications from all backgrounds and are happy to discuss any reasonable adjustments needed.