Location
Chapter London Bridge

Hours
Full time (hours not specified)

Salary
Negotiable

About the Role
As a Customer Service Associate, you will work as part of a team to provide day-to-day management of the property and its community, including marketing, building maintenance, and tenancy administration. Your role is to promote and maintain an excellent resident experience to achieve occupancy and retention goals. You will support and respect other team members to deliver exceptional resident living and create a positive, memorable experience for residents. Key responsibilities include delivering comprehensive front of house customer service, responding to queries and complaints in line with company procedures, supporting community events and activities, and establishing strong relationships with University clients. You will also develop and maintain local knowledge relevant to resident needs such as travel, entertainment, and amenities. Administrative duties include logging maintenance requests, filing, preparing notices, and updating databases. Marketing activities such as attending open days and leafleting to promote the property will be part of your role, alongside sales and leasing activities including viewings, following up on enquiries, and sales conversions. You will assist with summer community preparations including move-in and move-out processes, complete Health and Safety compliance activities, and participate 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 maximizing utility efficiency.

Experience
Significant experience in a customer-facing service delivery role with excellent customer service skills.

About you
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 multitask and prioritise. Numerical skills necessary to complete financial and administrative activities. Self and culturally aware with the ability to adapt communication, relationship building, and negotiation skills to suit different audiences. Flexible and adaptable to thrive in a changing environment. Enthusiastic about delivering an exceptional experience to stakeholders and continuously improving knowledge of self and others.

Qualifications
Good level of general education. Proficient in Microsoft Office packages including Word, Excel, and Outlook, as well as other systems such as databases or booking systems (training provided on in-house systems). Knowledge and understanding of UK Health and Safety requirements and legislation.