Customer Service Associate, Lettings

**About the role**:
Based at The Anchorage, you have responsibility for community and resident wellbeing through programming and excellent customer service. 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.

The role executes the community’s marketing, leasing, and renewal strategies to achieve occupancy, revenue, and resident retention goals by performing all activities related to leasing to new residents, providing resident satisfaction throughout the term of the lease, and securing resident lease renewals.

You will be responsible for ensuring a high standard of customer service with a focus on community and resident wellbeing. You will be responsible for providing administrative support to maximise customer satisfaction and occupancy for the building. An ability as a methodical multi-tasker is essential.

**Key Responsibilities and Activities**

**_Community care, Engagement and Satisfaction_**
- 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.
- 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.
- 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 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.
- Deliver best-in-class service to ensure tenant satisfaction and retention, ensuring a high standard of customer service at all times.
- Maintain systems with up-to-date customer feedback and personal preferences.
- Undertake any reasonable ad hoc duties requested by the General Manager.

**_Lettings_**
- Pro-actively lead the letting functions of the building, leasing with interested parties, coordinating & conducting viewings.
- Managing all paperwork and bookings, updating systems, portals and registration/vetting of applicants.
- Matching clients to the right properties and providing them with property information.
- Promoting properties to applicants using various marketing techniques, keeping websites, portals and imagery up to date.
- Undertaking property viewings and managing the resident experience.
- Managing the marketing suite and show homes to a high standard to ensure they represent the product and the clients’ values, brand and vision.
- Ensure all aspects of the sales administration process are handled quickly, efficiently, and accurately.
- Undertake a variety of sales administration tasks including reporting.
- Work to a pre-determined pipeline conversion rate and update the sales tracker and strategy accordingly.
- Removing properties from the market when they are let.
- Report defects and snagging to the site contractor and manage through to completion with the occupant.
- Ensure the residents portal is up to date and respond to any enquiries made.
- Assist residents with any queries they may have.
- Dealing with resident enquiries in a timely manner

**_Financial Management Support_**
- Analysing reports and lettings 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.

Please note this role will include periods of Lone Working.