Customer Service Associate - Build to Rent

The Customer Service Associate has responsibility for community and member wellbeing through programming and excellent customer service in line with our values. With an eye for detail, it will be your responsibility to ensure that there is a seamless customer journey, with effective communication to members and prospective members. You will assist in generating initiatives for the building, contributing to the growth in resident satisfaction and occupancy. This will be done through direct resident engagement activities, active sourcing of new initiatives and opportunities, collecting and following up on feedback. You will be pro-active in identifying and executing new programming activities relevant to the residents. You will assist with event programming, management of social media and resident communication form a key part of the role, together with the undertaking applicant viewings, agreeing rental offer etc.

Key Responsibilities:

Community care, Engagement and Satisfaction

• Lead front of house and telephone support; managing and dealing with day-to-day queries.
• Develop and maintain relationships with the residents. Ensure that a high level of customer service and satisfaction is achieved through managing and meeting customers' expectations and service levels, and in line with procedures.
• Arranging and develop the resident experience through, programming, initiatives, events and administration.
• Actively engage with tenants through various online platforms, responding to news feeds posts, direct messages and posting regular on the news feed and other social media platforms.
• Maintain visual promotions of up-and-coming programming/events and community lead initiatives.
• Be proactive and inform the management team of any problems and situations arising.
• Ensuring customer expectations and satisfaction is achieved in line with agreed service level agreements and procedures.
• Actively seek and act on tenant feedback to improve services.
• Ensure visitors and contractors are signed in and out of the site in accordance with procedures.
• Deliver best-in-class service to ensure tenant satisfaction and retention, ensuring a high standard of customer service at all times.
• Maintain systems with up-to-date customer feedback and personal preferences.
• Undertake any reasonable ad hoc duties requested by the General Manager.

Social Media

• Assist in managing The Paradise View social media channels (e.g., TikTok, Facebook, YouTube, Twitter, Instagram, Pinterest, LinkedIn, Google+)
• Produce relevant content across appropriate social media channels, ensuring the co-ordination of messaging and brand message across all channels. Understand the impact of social and digital media on brand reputation.
• Responding to any mentions over all relevant social media platforms and engage with the social media users.
• Regular monitoring of competitor social media sites.

Lettings

• Assist with lettings and the customer journey through to booking and actively managing the enquiry pipeline.
• Have a full understanding of all the products and services offered by Paradise View as well as those offered by competitors. Be able to relate all product offerings to prospective tenants with associated costs.
• Provide general administrative support to the management team including writing letters/emails, raising POs/invoices, filing, receiving payment and issuing receipts.
• Preparing tenancy agreements and ensuring these are processed in line with our company procedures.
• Co-ordination of all contractual agreements, tenancies and leases.
• Undertaking viewings with interested parties.
• Review tenancy agreement applications for suitability of tenants and guarantors (where applicable).
• Audit enquiry and tenancy agreement paperwork and report to relevant teams.
• Gathering client data to fulfil booking requirements and communicate to relevant teams.
• Dealing with resident enquiries in a timely manner

Financial Management Support

• Analysing reports and bookings to determine and communicate price increases.
• Be fully aware of the company financial targets and interpret relevant reports.
• Implementation and following of financial controls in line with financial operating procedures.
• Use of the computerised internal booking and finance package to manage financial information.
• Ensure billing is completed in line with company procedures.
• Effective and accurate credit control to ensure no outstanding debt on client accounts, taking remedial actions.

Health & Safety

• Follow policies and procedures dictated by current H&S legislation.
• To be fully conversant with the company's fire and emergency procedures including personal emergency evacuation plan for disabled residents (where appropriate).

Education, Qualifications & Experience

• Minimum: Educated to NVQ level 3 and/or GCSE level 9 - 5 standard or equivalent. Ideally with 'A' level(s) or equivalent
• ARLA or IRPM qualification desirable
• Previous administration/front of house experience in block property management, student accommodation or the hotel industry.
• Up to date knowledge of English statutory letting requirements.
• Previous financial knowledge including credit and cost control.
• Demonstrable current social networking experience and social analytics tools knowledge.