Engagement Assistant

6 months ago

Wembley, United Kingdom VervLife Full time

**Working Hours: 8am till 8pm, 4 days on 4 days off.**

**About the role**:
Based at Wembley Ark and working an Engagement Assistant, you have responsibility for community and resident wellbeing through programming and excellent customer service in line with our Ark Living strategy. 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 tenants. 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 be pro-active in identifying and executing new programming activities relevant to the residents. 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.

**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 tenants. 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 Ark Living’s own procedures.
- Arranging and develop the tenant 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.
- Maintain visual promotions of up and coming programming/events and community lead initiatives.
- Be proactive and inform the management team of any problems and situations arising.
- Ensuring customer expectations and satisfaction is achieved in line with agreed service level agreements and Ark Living’s own procedures.
- Ensure visitors and contractors are signed in and out of the site in accordance with procedures.
- Deliver best-in-class service to ensure tenant satisfaction and retention, ensuring a high standard of customer service at all times.

**_Social Media_**
- Manage the Wembley Ark 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
- Responsible for ongoing updates about the Wembley Ark brand and service across social media accounts to engage tenants
- Responding to any mentions over all relevant social media platforms and engage with the social media users
- Regular monitoring of competitor social media sites.
- Creating and promoting a Wembley Ark blog on a weekly basis.
- Working with management team to develop social media timelines that coincide with short-term let sales cycle, ad campaigns, and other brand messages.
- Analyse social media campaigns with tracking systems to determine areas for social media campaign improvement and to gather visitor’s data.

**_Administration_**
- 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 Ark Living as well as those offered by competitors. Be able to relate all product offerings to prospective tenants with associated costs.
- Preparing tenancy agreements and ensuring these are processed in line with our company procedures.
- Co-ordination of all contractual agreements, tenancies and leases.
- Audit enquiry and tenancy agreement paperwork and report to relevant teams.
- Gathering client data to fulfil booking requirements and communicate to relevant teams.
- Dealing with tenant’s enquiries in a timely manner

**_Financial Management Support_**
- Analysing reports and bookings to determine and communicate price increases.
- Be fully aware of the company financial targets and interpret relevant reports.
- Implementation and following of financial controls in line with financial operating procedures.
- Use of the computerised internal booking and finance package to manage financial information.
- Ensure billing is completed in line with company procedures as set out by Ark Living.
- Effective and accurate credit control to ensure no outstanding debt on client accounts, taking remedial actions

**_Short Term Lets_**
- Play a key role during the tenant move in and move out process for short-term lets to provide a smooth transition w

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