Customer Service Assistant

Verv Life; Salford; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading company in Salford seeks a Customer Service Assistant to enhance tenant satisfaction and community engagement. The role involves managing inquiries, developing resident experiences, and maintaining high customer service standards. Ideal candidates will have strong communication skills and a background in property management or hospitality.

Qualifications

• Experience in administration/front of house roles within property management or hospitality.
• Knowledge of English statutory letting requirements.

Responsibilities

• Lead front of house and telephone support; managing day-to-day queries.
• Engage with tenants through various online platforms.
• Assist with lettings and guide the customer journey from enquiry to booking.

Skills

Communication

Organizational Skills

Customer Service

Education

NVQ level 3

GCSE level 9-5

Tools

Social Networking Tools

Job description

VervLife Salford, England, United Kingdom

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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

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 VervLife 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 updates on the news feed and other social media platforms.
• Maintain visual promotions of upcoming programming/events and community initiatives.
• Proactively inform management of any issues.
• Ensure customer expectations and satisfaction are achieved in line with 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 excellent service to ensure tenant satisfaction and retention, maintaining high customer service standards 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+).
• Create relevant content across platforms, ensuring consistent messaging and brand representation. Understand the impact of social media on brand reputation.
• Respond to mentions and engage with users across all platforms.
• Monitor competitor social media activity regularly.

Lettings

• Assist with lettings and guide the customer journey from enquiry to booking, managing the enquiry pipeline.
• Have a full understanding of all products and services offered by The Anchorage and competitors. Relate offerings to prospective tenants with associated costs.
• Provide administrative support, including writing correspondence, raising POs/invoices, filing, receiving payments, and issuing receipts.
• Undertake property viewings.
• Review tenancy applications for suitability of tenants and guarantors.
• Gather client data to fulfill booking requirements and communicate with relevant teams.
• Respond promptly to resident enquiries.

Financial Management Support

• Analyze reports and bookings to determine and communicate price adjustments.
• Understand the company's financial targets and interpret relevant reports.
• Implement and follow financial controls according to procedures.
• Use internal booking and finance software to manage financial data.
• Ensure billing is completed in accordance with procedures.
• Perform effective credit control to prevent outstanding debts, taking remedial actions when necessary.

Health & Safety

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

Education, Qualifications & Experience

• Minimum: Educated to NVQ level 3 and/or GCSE level 9-5 or equivalent. 'A' level(s) or equivalent preferred.
• ARLA or IRPM qualification is desirable.
• Experience in administration/front of house roles within property management, student accommodation, or hospitality industries.
• Knowledge of English statutory letting requirements.
• Financial knowledge including credit and cost control.
• Experience with social networking and analytics tools.

Character & Ability

• Self-motivated and target-driven.
• Excellent communication skills, both written and verbal.
• Strong organizational and administrative skills.
• Flexible, well-organized, and dedicated.
• Professional, positive, persuasive, and enthusiastic attitude.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other

Industries

• Consumer Services

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