Customer Service Associate

7 months ago

Salford, United Kingdom VervLife Full time

**About the role**:
Based at The Anchorage, You will be responsible for ensuring a high standard of customer service with a focus on community and resident wellbeing. With an eye for detail, it will be your responsibility to ensure that there is a seamless customer journey, with effective communication to residents and prospective residents. You will assist in generating initiatives for the building, contributing to the growth in tenant satisfaction and occupancy. This will be done through direct resident engagement activities, active sourcing of new initiatives and opportunities, collecting and following up on feedback. You will manage the programming and local initiatives which enhance resident experience by driving a community culture and a sense of belonging amongst residents. Event programming, management of social media and resident communication form a key part of the role, together with the administration of information and data for the purposes of accurate reporting and record keeping.

You will be the first point of contact for residents, dealing with all front-line queries both in person, over the telephone and via digital communication channels.

**Key Responsibilities and Activities**

**_Community care, Engagement and Satisfaction_**
- Lead front of house and telephone support; managing and dealing with day-to-day queries.
- Develop and maintain relationships with the residents. Ensure that a high level of customer service and satisfaction is achieved through managing and meeting customers’ expectations and service levels, and in line with Verv-Life procedures.
- Arranging and develop the resident experience through, programming, initiatives, events and administration.
- Actively engage with tenants through various online platforms, responding to news feeds posts, direct messages and posting regular on the news feed and other social media platforms.
- Ensuring customer expectations and satisfaction is achieved in line with agreed service level agreements and Verv-Life’s own procedures.
- Actively seek and act on tenant feedback to improve services.
- Ensure visitors and contractors are signed in and out of the site in accordance with procedures.
- Maintain systems with up-to-date customer feedback and personal preferences.

**_Social Media_**
- Assist in managing The Anchorage social media channels (e.g., TikTok, Facebook, YouTube, Twitter, Instagram, Pinterest, LinkedIn, Google+)
- Produce relevant content across appropriate social media channels, ensuring the co-ordination of messaging and brand message across all channels. Understand the impact of social and digital media on brand reputation.

**_Lettings_**
- Assist with lettings and the customer journey through to booking and actively managing the enquiry pipeline.
- Have a full understanding of all the products and services offered by The Anchorage as well as those offered by competitors. Be able to relate all product offerings to prospective tenants with associated costs.
- Undertaking viewings with interested parties.
- Gathering client data to fulfil booking requirements and communicate to relevant teams.
- Dealing with resident enquiries in a timely manner

**_Financial Management Support_**
- Analysing reports and bookings to determine and communicate price increases.
- Use of the computerised internal booking and finance package to manage financial information.
- Effective and accurate credit control to ensure no outstanding debt on client accounts, taking remedial actions.

**Education, Qualifications & Experience**
- Minimum: Educated to NVQ level 3 and/or GCSE level 9 - 5 standard or equivalent. Ideally with ‘A’ level(s) or equivalent
- ARLA or IRPM qualification desirable
- Previous administration/front of house experience in block property management, student accommodation or the hotel industry.
- Up to date knowledge of English statutory letting requirements.
- Previous financial knowledge including credit and cost control.
- Demonstrable current social networking experience and social analytics tools knowledge.

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