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.

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

• 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.

• Onsite team members.

• 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.

• 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.