Customer Service Associate

Greystar (International); Birmingham; On-site; GBP 24,000 - 36,000; Full time

Benefits offered by this job

Competitive pension

Healthcare

Holiday allowance

Job summary

Greystar is seeking a property/community administrator to support day-to-day property management, tenancy administration and resident experience in a busy team environment. The role involves front-of-house service, tenancy support, marketing activities and sales/leases, with a focus on occupancy and retention targets.

You will work with university clients, coordinate events, logging maintenance, and ensure compliance with safety policies while delivering outstanding resident service and

Qualifications

• Solid experience in customer-facing roles and service delivery.
• Proficient with Word, Excel, Outlook and in-house systems.
• Understanding of UK Health and Safety requirements and legislation.
• Ability to work as part of a team and independently when needed.

Responsibilities

• Works as part of a team, supporting and respecting other team members, to deliver exceptional resident living.
• Supports the creation of a positive, memorable experience for residents
• Delivers all aspects of customer service, including a front of house service anticipating and exceeding resident expectations.
• Responds to customer queries and complaints, following complaints procedure.
• Supports events and activities within the Community.
• Establishes and maintains relationships with University clients.
• Develops and maintains local knowledge and information resources relevant to resident needs.
• Completes administrative tasks including logging maintenance requests, filing and preparing notices and updating databases.
• Undertakes marketing activities such as attending open days and leafleting to promote the property.
• Carries out sales and leasing activities including viewings, follow-up on enquiries and sales conversions.
• Assists with summer Community preparations, including move-in and move-out processes.
• Completes Health and Safety compliance activities in line with Company policies.
• Participates in an on call roster to provide out of hours emergency support for the Community.
• Chase outstanding rent arrears following rent collection procedures in meeting property targets.
• Promote tenancy extensions and other revenue streams such as vending.
• Raise purchase orders in accordance with procedures
• Ensure tenant refunds are completed in a timely manner and in line with Greystar’s policy.
• Look to maximise efficiency of utilities.

Skills

Excellent customer service

Team player

Communication skills

Negotiation skills

Fluent English

Organizational skills

Numerical skills

Education

General education

Tools

Microsoft Office

Booking systems

Databases

Job description

Works as part of a team to provide day-to-day management of the property and its community including marketing, building maintenance and tenancy administration and promotes and maintains an excellent resident experience in order to achieve occupancy and retention goals.

Key Role Responsibilities

• Works as part of a team, supporting and respecting other team members, to deliver exceptional resident living.
• Supports the creation of a positive, memorable experience for residents
• Delivers all aspects of customer service, including a comprehensive front of house service anticipating and exceeding resident expectations.
• Responds positively to customer queries and complaints, identifying and undertaking appropriate action in line with Greystar’s complaints procedure.
• Supports events and activities within the Community.
• Establishes and maintains relationships with University clients.
• Develops and maintains local knowledge and information resources relevant to resident needs i.e. travel, entertainment and amenities.
• Completes administrative tasks including logging of maintenance requests, filing and preparing notices and updating of databases.
• Undertakes marketing activities such as attending open days and leafleting to promote the property.
• Carries out sales and leasing activities including: viewings, following up on enquiries and sales conversions.
• Assists with summer Community preparations, including move-in and move-out processes.
• Completes Health and Safety compliance activities in line with the Company’s policies and procedures.
• Participates where required in an on call roster to provide out of hours emergency support for the Community.
• Chase outstanding rent arrears following rent collection procedures in meeting property targets.
• Promote tenancy extensions and other revenue streams such as vending.
• Raise purchase orders in accordance with procedures
• Ensure tenant refunds are completed in a timely manner and in line with Greystar’s policy.
• Look to maximise efficiency of utilities.

About You

You should possess a good level of general education and be proficient in Microsoft Office packages, including Word, Excel, and Outlook, as well as other systems such as databases or booking systems (training will be provided for in-house systems). You should have a solid understanding of UK Health and Safety requirements and legislation and demonstrate excellent customer service skills with significant experience in customer-facing roles. Being a good team player with strong relationship-building and influencing skills is essential, alongside the ability to act autonomously, make decisions, and prioritize tasks effectively. Fluency in English, both verbal and written, along with exceptional organizational and numerical skills, is required. You should be self and culturally aware, able to adapt your communication and negotiation skills to different audiences, and show a flexible approach to work in a changing environment. Lastly, enthusiasm for delivering exceptional stakeholder experiences and a commitment to continuous self-improvement are crucial.

What We Offer

We include a range of benefits for our corporate team members, including competitive pension, healthcare, and holiday allowance, amongst others as standard.

About Greystar

Greystar is a leading, fully integrated real estate company offering expertise in investment management, development, and management of rental housing properties globally. The company's business model is unique in its ability to own, operate, and develop multifamily, student, and senior housing across the globe. Building a global platform with a local presence, Greystar continues to expand its geographic reach around the world, bringing a globally interconnected professional rental housing platform and industry funded with institutional capital to countries where the sector does not yet exist. Greystar’s pan – European platform was established in 2013 and has scaled rapidly, now with investment, operational and development presence in the UK, Ireland, France, the Netherlands, Germany, Austria, and Spain.

One of Greystar’s core values is Equality, and as such, we continue to pride ourselves on being an equal opportunities employer, accounting for all protected and identifiable characteristics. We truly value diversity of thought, background and of experience.