Location
Chapter London Bridge, 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 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. 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, following up on enquiries, and sales conversions are part of the role. Additional responsibilities include assisting with summer community preparations, health and safety compliance, participating in an on-call roster for emergency support, chasing 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. Experience working as part of a team 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 for 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 adaptable communication and negotiation skills suited to different audiences. Flexible and adaptable approach to work in a changing environment. Enthusiastic about delivering exceptional experiences and continuously improving personal and team knowledge.

Qualifications
Not explicitly stated, but a good general education and relevant experience are required.