Location
Chapter South Bank, London

Hours
Part Time - 20 hours per week

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, enquiry follow-ups, and sales conversions are part of the role, along with assisting in summer community preparations including move-in and move-out processes. Health and Safety compliance activities must be completed in accordance with company policies. Participation in an on-call roster for out-of-hours emergency support may be required. 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. Proven ability to work effectively as part of a team and build strong relationships.

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. Strong verbal and written communication skills in English. Excellent organisational skills with the ability to multitask and prioritise. Numerical skills necessary for daily activities. Self-aware and culturally sensitive, able to adapt communication, relationship building, and negotiation skills to suit different audiences. Flexible and adaptable approach to work, thriving in a changing environment. Enthusiastic about delivering exceptional stakeholder experiences and continuously improving personal and team knowledge. Ability to act autonomously and take decisions when required.

Qualifications
No specific qualifications required; however, a good general education and willingness to learn are essential.