Customer Service Assistant

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Join to apply for the Customer Service Assistant role at VervLife

This range is provided by VervLife. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

VervLife is looking for a Customer Service Assistant to join their dynamic team at our Old Oak property in London. The Customer Service Assistant role is integral to the success of our member experience. You will be the first point of contact in our member journey and need to always ensure a high level of customer service. The role duties are wide and varied and can range from the collection of post, to contractor management to collaborating with our maintenance team to arrange repairs. Working hours: Monday to Friday 12pm – 8pm.

Key Responsibilities And Activities

Community care, Engagement and Satisfaction

• Lead front of house and telephone support; managing and dealing with day-to-day enquiries.
• Develop and maintain relationships with members- ensuring a high level of customer service and satisfaction is achieved through meeting customers’ expectations and service levels
• Assisting with development of member experiences through; programming, initiatives, events and administration
• Assist with lettings and the customer journey through booking and actively managing the enquiry pipeline
• Have a full understanding of the products and services offered by Old Oak and be able to relay these offers to prospective members
• Provide general administrative support to management team including writing letters/email, filing, receiving payment and issuing receipts
• Gathering client data to fulfil booking requirements and communicate
• to relevant teams
• Dealing with members enquiries in a timely manner and maintaining the enquires email inbox
• Set up and clear down of member events during working hours
• Actively seek and act on member feedback to improve services
• Be proactive and inform the management team of any problems and situations arising
• Undertake any reasonable ad hoc duties requested by the General Manager, Operations manager and Sales Manager

Lettings Management

• 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 Old Oak, as well as those offered by competitors. Be able to relate all product offerings to prospective members with associated costs.
• Provide general administrative support to the management team including writing letters/emails, raising POs/invoices, filing, receiving payment and issuing receipts.
• Liaising with external contractors, ensuring they are correctly signed in and out of the building where appropriate.
• Preparing membership agreements and ensuring these are processed in line with our company procedures.
• Co-ordination of all contractual agreements and membership agreements.
• Feedback application status to all members and guarantors (where applicable).
• Audit enquiry and membership agreement paperwork and report to relevant teams.
• Gathering client data to fulfil booking requirements and communicate to relevant teams.
• Dealing with members enquiries in a timely manner
• Maintain Enquiries Email inbox to ensure all queries are dealt with in a timely manner.
• Deliver best-in-class viewings to ensure maximum conversion rates.

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.
• Communicate with management team any credit control issues to ensure no outstanding debt on client accounts.

Health & Safety

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

At VervLife, we believe in equal opportunities and inclusivity and we value the growth and learning that comes from a diverse team. We encourage applications from candidates of all backgrounds and communities, and we are open to discussing any reasonable adjustments you may require.

If this sounds like the perfect role for you and you possess the necessary skills, knowledge, and experience, we would be thrilled to hear from you. Join our team and make a difference in the lives of our members!

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Consumer Services

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