Customer Service Assistant

Verv Life; London; On-site; GBP 22,000 - 28,000; Full time

Job summary

Verv Life is seeking a Customer Service Assistant to enhance member experience across multiple properties in London. This role includes engaging with members, managing inquiries, and ensuring exceptional service levels. The ideal candidate will be proactive, possess excellent communication skills, and contribute to community satisfaction through varied responsibilities.

Qualifications

• Entry-level customer service experience required.
• Strong communication skills needed.
• Ability to manage multiple tasks and maintain quality service.

Responsibilities

• Handle customer inquiries and maintain high service standards.
• Assist with community care programs and relationships with members.
• Manage administrative tasks related to customer service operations.

Skills

Customer engagement

Communication

Problem-solving

Job description

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This range is provided by VervLife. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Working hours: Mon to Fri 9.00 -17.30 but with flexibility within the hours of 8.00 - 20.00 (40 hrs p/w)

Occasional weekend working

The successful candidate must be able to travel independently between sites in North East and South East London.

We are looking for a Customer Service Assistant to join our team at properties in North East and South East London. The role is integral to the success of our member experienc being the first point of contact in our member journey and ensuring high level customer service. The duties are varied ranging from collecting post, contractor management and collaborating with our maintenance team arranging repairs

Key Responsibilities

Community Care, Engagement and Satisfaction

• Lead front of house and telephone support; handle day-to-day queries.
• Develop and maintain relationships with members ensuring high level customer service and satisfaction through managing and meeting customers’ expectations and service levels in line with company procedures
• Assist with the development of member experience through programming, initiatives, events and administration
• Actively engage with members through various online platforms, responding to news feeds posts, direct messages and posting on the news feed and other social media platforms.
• Assist with visual promotions of up-and-coming programming/events and community lead initiatives
• Be proactive, informing the management of any arising concerns
• Actively seek and act on member feedback to improve services
• Ensure signing in and out of the site is in accordance with procedures
• Deliver best-in-class service to ensure member satisfaction and retention, ensuring a high standard of customer service at all times
• Maintain systems with up-to-date customer feedback and personal preferences
• Support with member events
  
  

Lettings Management

• Assist with lettings and the customer journey through to booking and actively managing the enquiry pipeline
• Full understanding of all products and services offered and those offered by competitors and relate all product offerings to prospective members with associated costs
• Provide administrative support including writing letters/emails, raising POs/invoices, filing, receiving payment and issuing receipts
• Liaisie with external contractors, ensuring they are correctly signed in and out of the building
• Prepare membership agreements ensuring they are processed in line with company procedures
• Co-ordination of contractual and membership agreements
• Feedback application status to members and guarantors (where applicable)
• Audit enquiry and membership agreement paperwork and report to relevant teams
• Gather client data to fulfil booking requirements and communicate to relevant team
• Deal with member enquiries in a timely manner
• Maintain Enquiries Email inbox ensuring queries are dealt with in a timely manner
• Deliver best-in-class viewings to ensure maximum conversion rates
  
  

Financial Management Support

• Analyse reports and bookings to determine and communicate price increases
• Understand company financial targets and interpret relevant reports
• Implementation and following of financial controls in line with financial operating procedures
• Use computerised internal booking and finance package to manage financial information
• Communicate with management any credit control issues to ensure no outstanding debt on client accounts
  
  

H&S

• Follow policies and procedures and H&S legislation under the guidance of VervLife
• Be fully conversant with the company’s fire and emergency procedures including personal emergency evacuation plan for disabled residents
  
  

We believe in equal opportunities and inclusivity valuing the growth and learning that comes from a diverse team. We encourage applications from candidates of all backgrounds and communities and are open to discussing any reasonable adjustments you may need

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Consumer Services

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