Location
Chapter Spitalfields, London

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. This includes marketing, building maintenance, tenancy administration, and promoting an excellent resident experience to achieve occupancy and retention goals. You will support and respect other team members to deliver exceptional resident living and help create a positive, memorable experience for residents. Your responsibilities will 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 relationships with University clients. You will 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. You will also undertake marketing activities like attending open days and leafleting, carry out sales and leasing activities including viewings and follow-ups, assist with summer community preparations, and complete Health and Safety compliance tasks. 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 maximizing utility efficiency.

Experience
Significant experience in a customer-facing service delivery role with excellent customer service skills. Experience working effectively as part of a team and building strong relationships.

About you
Good team player with strong relationship building and influencing skills. 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. Numerical skills necessary for daily activities. Self and culturally aware with the ability to adapt communication and negotiation skills to suit different audiences. Flexible and adaptable to thrive in a changing environment. Enthusiastic about delivering exceptional experiences and continuously improving knowledge.

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