Resident Experience Specialist

GS Netherlands Onsite ManCo B.V.; Greater London; On-site; GBP 21,000 - 30,000; Full time

Job summary

Greystar seeks a Customer Service Associate to join its UK team focused on property management, tenancy administration, and resident experience. You will collaborate with colleagues to promote occupancy and retention, deliver front-of-house service, and support events, marketing, and tenancy processes within the community.

You will handle queries, payments, maintenance requests, and compliance tasks with a proactive, customer-first approach, ensuring accurate records and smooth operations across

Qualifications

• 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.

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.

Skills

Excellent customer service

Team collaboration

Autonomous decisions

Fluent English

Organisational skills

Numerical skills

Education

General education

Tools

MS Office (Word, Excel, Outlook)

Booking systems & databases

Job description

Greystar seeks a Customer Service Associate to join its UK team focused on property management, tenancy administration, and resident experience. You will collaborate with colleagues to promote occupancy and retention, deliver front-of-house service, and support events, marketing, and tenancy processes within the community.

You will handle queries, payments, maintenance requests, and compliance tasks with a proactive, customer-first approach, ensuring accurate records and smooth operations across