Location
Chapter Highbury II, London

Hours
Full time (hours not specified)

Salary
Negotiable

About the Role
The 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. The role promotes and maintains an excellent resident experience to achieve occupancy and retention goals. Key responsibilities include delivering exceptional resident living through a comprehensive front of house service, responding positively to customer queries and complaints in line with company procedures, supporting community events and activities, and establishing strong relationships with University clients. The role also involves completing administrative tasks such as logging maintenance requests, preparing notices, updating databases, and undertaking marketing activities including open days and leafleting. Sales and leasing activities such as viewings and following up on enquiries are part of the role, along with assisting with summer community preparations including move-in and move-out processes. Health and Safety compliance activities must be completed in line with company policies. Participation in an on-call roster for out of hours emergency support may be required. Additional duties include chasing outstanding rent arrears, promoting tenancy extensions and other revenue streams, raising purchase orders, ensuring timely tenant refunds, and maximising utility efficiency.

Experience
Significant experience in a customer-facing service delivery role with excellent customer service skills. Experience working as part of a team with strong relationship building and influencing skills. Ability to act autonomously and take decisions or actions when required.

About You
Good level of general education. Proficient in Microsoft Office packages including Word, Excel, and Outlook, with the ability to learn in-house systems. Knowledge and understanding of UK Health and Safety requirements and legislation. Fluent English verbal and written communication skills. Excellent organisational skills with the ability to multitask and prioritise. Numerical skills necessary for completing role activities. Self and culturally aware with adaptable communication, relationship building, and negotiation skills. Flexible and adaptable to thrive in a changing environment. Enthusiastic about delivering an exceptional experience to stakeholders and continuously improving personal and team knowledge.

Qualifications
No specific qualifications are stated as mandatory for this role.