Customer Service Associate

Greystar; Ealing; On-site; GBP 21,000 - 28,000; Full time

Job summary

Greystar is seeking a Customer Service Associate to manage day-to-day property operations and tenancy administration, delivering an outstanding resident experience to support occupancy and retention goals.

You will work as part of a team to ensure seamless front-of-house service, respond to queries, support events, and assist with sales, tenancy extensions, and administrative tasks while upholding Greystar’s policies and safety standards.

Qualifications

• Excellent customer service skills and ability to deliver service in a customer-facing role.
• Strong team collaboration and relationship-building abilities.
• Able to act autonomously and make decisions when required.
• Fluent English in written and spoken communication.

Responsibilities

• Deliver front of house service and maintain an excellent resident experience.
• Respond to resident queries and complaints per the complaints procedure.
• Support events and activities within the Community.
• Carry out sales and leasing activities including viewings and follow-ups.
• Complete administrative tasks including logging maintenance requests and updating databases.
• Assist with rent arrears and tenancy management; promote tenancy extensions and other revenue streams.

Skills

Customer service

Team player

Autonomy

English (fluent)

Organisation

Numerical skills

Education

General education

Tools

Microsoft Office

Booking systems

Databases

Job description

About Greystar

Greystar is a leading, fully integrated global real estate platform offering expertise in property management, investment management, development, and construction services in institutional-quality rental housing. Headquartered in Charleston, South Carolina, Greystar manages and operates over $350 billion of real estate in more than 260 markets globally with offices throughout North America, Europe, South America, and the Asia-Pacific region. Greystar is the largest operator of apartments in the United States, managing over one million units/beds globally. Across its platforms, Greystar has nearly $79 billion of assets under management, including over $34 billion of development assets and over $36.5 billion of regulatory assets under management. Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business. To learn more, visit www.greystar.com.

Job Description Summary

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.

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

• 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.

Important Notice

Greystar will never request your banking details or other sensitive personal information during the interview process. Greystar does not conduct any interviews via text or messaging, and all communication will come from official Greystar email addresses (@greystar.com). If you receive suspicious requests, please report them immediately to [e-mail].

Core Values

As a Greystar team member, you will hear a lot about our Core Values. They are the values we live and work by, reflecting who we are and the quality of our relationships.

Integrity

We stay true to the highest ethical standards and principles, and are honest, trustworthy, humble, and respectful in all of our words and actions.

Equality

We celebrate individual differences, encourage diversity of thought, provide equality of opportunity, and cultivate an environment where all individuals are seen, treated, and valued equally.

Professionalism

We proudly present a positive, dignified, and businesslike image at all times through our appearances, behavior, and interactions with others.

Accountability

We take responsibility and accept ownership for our words, actions, tasks, and results, and respectfully hold others to the same standard.

Service

We make service our top priority by giving our time, knowledge, and experience to serve the needs of our customers, community, and team members.

Teamwork

We work together to accomplish goals, solve problems, and enrich our work environment.