Customer Service Associate - Build to Rent

VS/7833A

Customer Service Associate – Build to Rent
Salary: £27,000 - £30,000 plus 10% discretionary bonus
Hours: Monday – Friday, 9:00am-5:30pm (with two Saturdays a month, day off provided during the week)
Location: Salford Quays

My client is a rapidly growing operator in the Build-to-Rent (BTR) sector.  Their standout Build-to-Rent development offers 151 beautifully designed individual units.  Residents enjoy a host of premium amenities, including a fully equipped gym, a calming yoga studio, and a fantastic roof terrace with stunning panoramic views across the Quays.

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.
• 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.
• 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
• 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.

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.
• Responding to any mentions over all relevant social media platforms and engage with the social media users.
• Regular monitoring of competitor social media sites.

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.
• Provide general administrative support to the management team including writing letters/emails, raising POs/invoices, filing, receiving payment and issuing receipts.
• Undertaking viewings with interested parties.
• Review tenancy agreement applications for suitability of tenants and guarantors (where applicable).
• 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.
• 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.

Health & Safety

• Follow policies and procedures dictated by current H&S legislation
• To be fully conversant with the company’s fire and emergency procedures including personal emergency evacuation plan for disabled residents (where appropriate).

Who we’re looking for:

• Ideally you will have experience of working in a similar role within the build to rent industry or PBSA (purpose built student accommodation) or have previous administration/front of house experience in property or the hotel industry
• Previous financial knowledge including credit and cost control desirable
• Demonstrable current social networking experience and social analytics tools knowledge. 
• ARLA or IRPM qualification desirable
• Up to date knowledge of English statutory letting requirements would be advantageous

Character & Ability

• Self-starter and able to work to targets.
• Strong communication skills, both written and verbal
• Strong administration skills
• Organised, flexible and dedicated.
• Professional, positive, persuasive and enthusiastic approach

Please note this role will include periods of weekend (Saturday) Lone Working.

In the first instance please apply by forwarding your CV

Please contact Vicky at our Manchester office

Ritz recruitment – Employment Agency