Customer Service Associate - Manchester

PMR are seeking an experienced Customer Service Associate for a new Build to Rent residential development in Manchester. They will be responsible for ensuring a high standard of customer service with a focus on community and resident wellbeing. The postholder will also be responsible for providing administrative support to maximise customer satisfaction and occupancy for the building. They will also be the first point of contact for residents, dealing with all front-line queries both in person, over the telephone and via digital communication channels.

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.
• 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 company procedures.
• 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.

Social Media

• Assist in managing 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 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 as set out by company.
• 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).

Skills, Knowledge & 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.
• Positive, professional and customer focussed with a strong client focus and an ability to build relationships.
• Friendly and approachable with a natural drive and determination
• Self-motivated, professional, resilient, adaptable.
• A confident team player, able to work with others and recognise the strengths that each individual brings.
• Proactive and strong ability to problem solve, multi-task, plan and organise.
• A good communicator with a direct and open style. You must be able to:
  • communicate confidently, fluently and logically.
  • hold others' attention when speaking.
  • change people's views and influence their decision.
• Ability to work at pace whilst maintaining a high level of accuracy and attention to detail.
• The ability to remain calm and considered.
• Excellent organisational skills
• Ability to manage own time effectively, prioritising tasks when required, multitasking and meeting deadlines.
• Ability and willingness to work flexible hours as determined by the needs of the business.
• Ability to work weekends and bank holidays as required.