At a Glance
- Tasks: Be the friendly face of VervLife, helping members and managing their queries.
- Company: Join a vibrant team at VervLife, dedicated to exceptional member experiences.
- Benefits: Flexible shifts, competitive pay, and opportunities for personal growth.
- Other info: Diverse and inclusive workplace with a focus on teamwork and community.
- Why this job: Make a real difference in people's lives while developing your customer service skills.
- Qualifications: Great communication skills and a passion for helping others.
The predicted salary is between 25000 - 30000 € per year.
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 are 8am - 8pm on a 4-on-4-off rotating shift pattern.
Key Responsibilities And Activities
- Lead front of house and telephone support; managing and dealing with day-to-day queries.
- Develop and maintain relationships with the members.
- 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 Old Oak own procedures.
- Assisting with the development of member experience through programming, initiatives, events and administration.
- Actively engage with members through various online platforms, responding to news feeds posts, direct messages and posting regularly on the news feed and other social media platforms.
- Assist with 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.
- Actively seek and act on member 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 member satisfaction and retention, ensuring a high standard of customer service at all times.
- Maintain systems with up-to-date customer feedback and personal preferences.
- Set up and clear down of members events under direction of the Events Coordinator.
- Undertake any reasonable ad hoc duties requested by the General Manager, Assistant General Manager or the Events Coordinator.
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.
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!
Customer Service Assistant in Acton employer: VervLife
VervLife is an exceptional employer that prioritises a vibrant work culture and employee development, making it an ideal place for those seeking a rewarding career as a Customer Service Assistant. Located in the heart of London at our Old Oak property, we offer flexible working hours, a supportive team environment, and opportunities to engage with our diverse member community. Join us to enhance your skills while delivering outstanding service and contributing to meaningful member experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Assistant in Acton
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on VervLife and their Old Oak property. Understanding their values and member experience will help you connect better during the conversation.
✨Tip Number 2
Practice your customer service skills! Think of scenarios where you might need to handle queries or complaints. Role-playing with a friend can help you feel more confident and prepared for those tricky questions.
✨Tip Number 3
Show off your communication skills! Whether it’s in person or over the phone, make sure you’re clear and friendly. Remember, you’ll be the first point of contact for members, so let your personality shine through!
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great way to reiterate your interest in making a difference at VervLife!
We think you need these skills to ace Customer Service Assistant in Acton
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Service Assistant role. Highlight your relevant experience and skills that match the job description, like customer service excellence and teamwork.
Show Your Personality:We want to see the real you! Don’t be afraid to let your personality shine through in your application. Share examples of how you've engaged with customers or contributed to a positive team environment.
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language and avoid jargon. This will help us quickly understand your qualifications and enthusiasm for the role.
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and get back to you faster!
How to prepare for a job interview at VervLife
✨Know the Company Inside Out
Before your interview, take some time to research VervLife and their Old Oak property. Understand their values, services, and what makes them unique in the customer service space. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Showcase Your Customer Service Skills
Prepare specific examples from your past experiences where you've excelled in customer service. Think about times when you resolved a difficult situation or went above and beyond for a customer. This will demonstrate your ability to deliver best-in-class service, which is crucial for this role.
✨Be Ready for Scenario Questions
Expect questions that ask how you would handle certain situations, like managing a member's complaint or coordinating with contractors. Practise your responses to these scenarios, focusing on your problem-solving skills and proactive approach, as these are key aspects of the job.
✨Engage and Ask Questions
At the end of the interview, don’t forget to ask insightful questions about the team dynamics, member engagement strategies, or upcoming events at Old Oak. This shows your enthusiasm for the role and helps you gauge if it's the right fit for you.
