Senior Customer Service Associate

Greystar; Manchester; On-site; GBP 22,000 - 29,000; Full time

Job summary

Greystar in Manchester is seeking a Senior Customer Service Associate to help manage the property and community, covering marketing, maintenance and tenancy administration to ensure a positive resident experience and occupancy.

You will work as part of a team, handle front-of-house service, respond to queries and complaints, assist events, and maintain databases while upholding health and safety guidelines.

Qualifications

• Excellent customer service skills with significant frontline experience.
• Strong team player with relationship-building and influencing skills.
• Ability to act autonomously and take decisions when required.
• Fluent English verbal and written communication.
• Excellent organizational skills with multitasking and prioritization.
• Numerical skills to complete activities.
• Self-aware and adaptable in changing environments.
• Enthusiasm to deliver exceptional stakeholder experience.

Responsibilities

• Work as part of a team to deliver exceptional resident living.
• Support and create a positive resident experience.
• Deliver front-of-house customer service and handle queries and complaints.
• Respond to queries and manage complaints per procedure.
• Assist with events and community activities.
• Maintain relationships with clients and knowledge resources.
• Complete administrative tasks and update databases.
• Support move-ins/outs and tenancy administration.
• Assist health and safety compliance activities.
• Chase rent arrears and promote tenancy extensions.
• Raise purchase orders and process refunds.

Skills

Excellent customer service

Team player

Autonomy

Fluent English

Organisational skills

Numerical skills

Adaptability

Tools

Microsoft Office

Booking systems

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 Senior 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.

Job Description

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 Essential

• 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].

Our continued success depends on our people. If you are looking for a career that values dedication, collaboration, and integrity, we are looking for you! Greystar is a vertically integrated real estate company offering expertise in property management, investment management, and development & construction globally. Today, we are the largest rental housing operator and developer in the US and one of the largest global investment management companies delivering industry‑leading services to investors, clients, and residents. Thank you for your interest in working at Greystar!!

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. We believe in always going that extra step for our residents, clients, investors, and each other.

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.

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 over 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 more than one million units/beds globally. Across its platforms, Greystar has over $79 billion of assets under management, including approximately $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.