Customer Service Associate - 12 Months (FTC- Maternity cover)

ABOUT GREYSTAR

Greystar is a leading, fully integrated global real estate company offering expertise in property management, investment management, development, and construction services in institutional-quality rental housing, logistics, and life sciences sectors. Headquartered in Charleston, South Carolina, Greystar manages and operates more than $320 billion of real estate in 250 markets globally with offices throughout North America, Europe, South America, and the Asia-Pacific region. Greystar is the largest operator of apartments in the United States, manages more than 1,000,000 units/beds globally, and has a robust institutional investment management platform comprised of more than $79 billion of assets under management, including over $36 billion of development assets. Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business. To learn more, visit www.greystar.com.

JOB DESCRIPTION SUMMARY

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. Promotes and maintains an excellent resident experience to achieve occupancy and retention goals.

JOB DESCRIPTION

Key Role Responsibilities

• Works as part of a team, supporting and respecting other team members, to deliver exceptional resident living.
• Supports the creation of a positive, memorable experience for residents.
• Delivers all aspects of customer service, including comprehensive front of house service, anticipating and exceeding resident expectations.
• Responds positively to customer queries and complaints, identifying and undertaking appropriate action in line with Greystar’s complaints procedure.
• Supports events and activities within the community.
• Establishes and maintains relationships with university clients.
• Develops and maintains local knowledge and information resources relevant to resident needs, such as travel, entertainment, and amenities.
• Completes administrative tasks including logging maintenance requests, filing, preparing notices, and updating databases.
• Undertakes marketing activities such as attending open days and distributing leaflets to promote the property.
• Carries out sales and leasing activities including viewings, following up on enquiries, and sales conversions.
• Assists with summer community preparations, including move-in and move-out processes.
• Completes health and safety compliance activities in line with company policies and procedures.
• Participates in an on-call roster to provide out-of-hours emergency support for the community.
• Chases outstanding rent arrears following rent collection procedures to meet property targets.
• Promotes tenancy extensions and other revenue streams such as vending.
• Raises purchase orders in accordance with procedures.
• Ensures tenant refunds are completed promptly and in line with company policy.
• Looks to maximise the efficiency of utilities.

Key Relationships

• Onsite team members.

Knowledge & Qualifications

• Good level of general education.
• Proficient in Microsoft Office packages including Word, Excel, and Outlook, as well as other systems such as databases or booking systems (training provided on in-house systems).
• Knowledge and understanding of UK health and safety requirements and legislation.

Experience & Skills

Essential

• Excellent customer service skills and significant experience in a customer-facing service delivery role.
• Good team player with strong relationship-building and influencing skills.
• Ability to act autonomously, making decisions and taking actions when required.
• Fluent in English, both verbal and written.
• Excellent organisational skills with the ability to multi-task and prioritise.
• Numerical skills necessary to complete the activities above.
• Self-aware and culturally sensitive, able to adapt relationship-building, communication, and negotiation skills to different audiences.
• Flexible approach to work and adaptable to changing environments.
• Enthusiasm to deliver an exceptional stakeholder experience and continuously improve personal and team knowledge.

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