Customer Service Assistant

VervLife; Salford; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading property management company is seeking a Community Manager to enhance tenant satisfaction and engagement. The role involves programming events, managing resident communication, and providing administrative support. Ideal candidates will have strong communication skills, a background in property management, and a commitment to community wellbeing.

Qualifications

• Educated to NVQ level 3 or GCSE level 9-5 standard.
• Previous administration/front of house experience required.
• Knowledge of English statutory letting requirements.

Responsibilities

• Lead front of house and telephone support; manage day-to-day queries.
• Develop relationships with residents to ensure high customer satisfaction.
• Assist in managing social media channels and produce relevant content.

Skills

Communication

Customer Service

Multitasking

Education

NVQ level 3

GCSE level 9 - 5

A level(s)

Tools

Social Media Analytics

Job description

Hours: Monday to Friday, 9.00 - 5.30pm with some occasional weekend working

Clay, Salford Quays provides new, affordable, well-designed homes for middle earners in Manchester that delivers a new housing solution providing convenience, community and value for money within its high specification units, complemented by amenity space for work. VervLife provides the day-to-day management of the building, alongside central support with operational finance, sales & bookings, health & safety, building compliance.

About The Role

Responsible for community and resident wellbeing through programming, customer service, and effective communication. You will generate initiatives to enhance tenant satisfaction and occupancy by engaging residents, sourcing new opportunities, and collecting feedback. Proactively identifying and executing relevant programming, you will foster community culture and a sense of belonging.

Key duties include event programming, social media and resident communication management, and maintaining accurate records. As the first point of contact, you will handle resident inquiries across multiple channels while providing administrative support to optimise satisfaction and occupancy. Strong multitasking and methodical skills are essential.

Responsibilities

Community care, Engagement and Satisfaction

• Lead front of house and telephone support; managing and dealing with day-to-day queries.
• Develop and maintain relationships with residents ensuring a high level of customer service and satisfaction is achieved through managing and meeting customers’ expectations and service levels, in line with Verv-Life procedures.
• Arrange and develop the resident experience through, programming, initiatives, events and administration.
• Engage with tenants through various online platforms, responding to news feeds posts, direct messages and posting regular on the news feed and other social media platforms.
• Maintain visual promotions of up-and-coming programming/events and community lead initiatives.
• Be proactive informing management of any issues.
• Ensuring customer expectations and satisfaction is achieved in line with agreed service level agreements and VervLife’s procedures.
• Actively seek and act on tenant feedback to improve services.
• Ensure accurate signing in and out of visitors and contractors in accordance with procedures.
• Deliver best-in-class service to ensure tenant satisfaction and retention, ensuring a high standard of customer service at all times.
• Maintain systems with up-to-date customer feedback and personal preferences.
• Undertake any reasonable ad hoc duties requested by the General Manager.
  
  

Social Media

• Assist in managing social media channels (e.g., TikTok, Facebook, YouTube, Twitter, Instagram, Pinterest, LinkedIn, Google+)
• Produce relevant content across appropriate social media channels, ensuring the co-ordination of messaging and brand message across all channels. Understand the impact of social and digital media on brand reputation.
• Respond to any mentions over all relevant social media platforms and engage with the social media users.
• Regular monitoring of competitor social media sites.
  
  

Lettings

• Assist with lettings and the customer journey through to booking and actively managing the enquiry pipeline.
• A full understanding of all the products and services offered by The Anchorage as well as those offered by competitors. Be able to relate all product offerings to prospective tenants with associated costs.
• Provide general administrative support to the management team including writing letters/emails, raising POs/invoices, filing, receiving payment and issuing receipts.
• Undertaking viewings.
• Review tenancy agreement applications for suitability of tenants and guarantors (where applicable).
• Gathering client data to fulfil booking requirements and communicate to relevant teams.
• Dealing with resident enquiries in a timely manner
  
  

Financial Management Support

• Analysing reports and bookings to determine and communicate price increases.
• Be fully aware of the company financial targets and interpret relevant reports.
• Implementation and following of financial controls in line with financial operating procedures.
• Use of the computerised internal booking and finance package to manage financial information.
• Ensure billing is completed in line with company procedures as set out by Ark Living.
• Effective and accurate credit control to ensure no outstanding debt on client accounts, taking remedial actions.
  
  

Health & Safety

• Follow policies and procedures dictated by current H&S legislation under the guidance of VervLife.
• To be fully conversant with the company’s fire and emergency procedures including personal emergency evacuation plan for disabled residents (where appropriate).
  
  

Education, Qualifications & Experience

• Minimum: Educated to NVQ level 3 and/or GCSE level 9 - 5 standard or equivalent. Ideally with ‘A’ level(s) or equivalent
• ARLA or IRPM qualification desirable
• Previous administration/front of house experience in block property management, student accommodation or the hotel industry.
• Up to date knowledge of English statutory letting requirements.
• Previous financial knowledge including credit and cost control.
• Demonstrable current social networking experience and social analytics tools knowledge.
  
  

Character & Ability

• Self-starter and able to work to targets.
• Strong communication skills, both written and verbal
• Strong administration skills
• Organised, flexible and dedicated.
• Professional, positive, persuasive and enthusiastic approach