Location
Chapter Highbury II, London

Hours
Full time, fixed term for 2 years

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 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 administrative duties 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 accordance with company policies. The position requires participation in an on-call roster for out-of-hours emergency support. Additional responsibilities 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 in a team environment with strong relationship building and influencing abilities.

About you
Good level of general education. Proficient in Microsoft Office packages including Word, Excel, and Outlook, with training provided on in-house systems. Knowledge and understanding of UK Health and Safety requirements and legislation. Ability to act autonomously, making decisions and taking action when required. Fluent English verbal and written communication skills. Excellent organisational skills with the ability to multitask and prioritise. Strong numerical skills. Self and culturally aware with the ability to adapt communication and negotiation skills to suit different audiences. Flexible and adaptable approach to work in a changing environment. Enthusiastic about delivering an exceptional experience to stakeholders and committed to continuous improvement.

Qualifications
No specific qualifications required; however, relevant experience and a positive attitude are essential.