Customer Service Associate

Our Client is looking for a Customer Service Assoicate to join their team at a luxury development in West London, Ealing.

Main duties:

• To works as part of a team and provide day-to-day management of the property.
• Helping out with marketing, building maintenance and tenancy administration.
• Promote and maintain an excellent resident experience in order to achieve occupancy and retention goals.

Key duties:

• Work as part of a team, supporting and respecting other team members, to deliver exceptional resident living.
• Support the creation of a positive, memorable experience for residents.
• Deliver all aspects of customer service, including a comprehensive front of house service anticipating and exceeding resident expectations.
• Respond positively to customer queries and complaints, identifying and undertaking appropriate action in line with the complaints procedure.
• Establish and maintain relationships with clients.
• Develop and maintain local knowledge and information resources relevant to resident needs i.e. travel, entertainment and amenities.
• Complete administrative tasks including logging of maintenance requests, filing and preparing notices and updating of databases.
• Undertake marketing activities such as attending open days and leafleting to promote the property.
• Carry out sales and activities including: viewings, following up on enquiries and sales conversions.
• Assists with move-in and move-out's.
• Complete Health and Safety compliance activities in line with the Company's policies and procedures.
• Participate 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.
• Raise purchase orders in accordance with procedures.
• Ensure tenant refunds are completed in a timely manner.
• Look to maximise efficiency of utilities.

Knowledge & Qualifications:

• 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.