Customer Service Associate

Greystar (International); Croydon; On-site; GBP 22,000 - 30,000; Full time

Job summary

Greystar in Croydon seeks a Customer Service Associate to support the property and its community, including tenancy administration, marketing, and maintenance, with a focus on delivering an excellent resident experience to achieve occupancy and retention.

The role operates on a 12-hour shift pattern: 4 days on, 4 days off. The ideal candidate will have fluent English, strong MS Office skills, and the ability to multi-task and collaborate with the team.

Qualifications

• Excellent customer service experience and strong communication skills.
• Team player with relationship-building abilities and initiative.
• Ability to act autonomously and take decisions when required.

Responsibilities

• Deliver all aspects of customer service and front of house for residents.
• Log maintenance requests and update databases; prepare notices.
• Assist with tenancy administration, marketing, events and community activities.

Skills

Customer service

Teamwork

Autonomy

Fluent English

Organisation

Numerical skills

Adaptability

Stakeholder focus

Education

General education

Tools

MS Office

Job description

The Customer Service Associate 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.

Please note: the working pattern for this role is 12 hour shifts, 4 days on, 4 days off.

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 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.
• Assist with ad-hoc administrative duties such as - organising/auditing parcel rooms, assisting with events and meetings, assisting residents with any ad-hoc requests by them
• Undertakes marketing activities such as attending open days and leafleting to promote the property.
• Carries out sales and leasing activities including: viewings, move ins, following up on enquiries.
• Assists with 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.
• Assist with any other reasonable request by the management team

About You

• Good level of general education
• Proficient in the use of Microsoft office packages including Word, Excel and Outlook as well as other systems such as databases or booking systems (Training to be provided on in house systems)
• A knowledge and understanding of UK Health and Safety requirements and legislation

Experience & Skills

• Excellent customer service skills and significant experience in a customer facing service delivery role.
• Good team player with strong relationship building and influencing skills
• Ability to act autonomously, taking decisions and/or action when required.
• Fluent English verbal and written communication skills
• Excellent organisation skills with the ability to multi task and prioritise
• Numerical skills necessary to complete the above activities
• Self and culturally aware and able to adapt relationship building, communications and negotiation skills to suit audience
• Flexible approach to work and adaptable to thrive in a changing environment.
• Enthusiasm to deliver an exceptional experience to stakeholders and continuously improve knowledge of self and others

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, Spain and Denmark.

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. Please reach out to the Talent Acquisition team to explore opportunities at Greystar in more detail or visit our careers site at https://jobs.greystar.com/.