VervLife is looking for an enthusiastic Customer Service Assistant to join our team at One Canalside, Chelmsford. You’ll be the first point of contact on site for prospective tenants and play a crucial role in delivering exceptional customer service for our existing tenants. The role involves managing front of house operations, handling resident inquiries, coordinating with contractors, conducting viewings, administrating new tenancies, and creating a welcoming community atmosphere, perfect for someone passionate about customer service and property. The hours are Monday to Friday, 9.00 till 17.30. 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, and in line with Verv-Life procedures. Arranging and develop the resident experience through programming, initiatives, events and administration. 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 and Verv-Life’s own procedures. Ensure visitors and contractors are signed in and out of the site in accordance with procedures. Maintain systems with up-to-date customer and tenancy information Undertake any reasonable ad hoc duties requested by the General Manager. Lettings Assist with lettings and the customer journey through to booking and actively managing the enquiry pipeline. 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). Regularly monitoring the market and creating competitor analysis. Create referencing requests via our third-party contractors for all potential tenants. Financial Management Support Use of the computerised internal booking and finance package to manage financial information. Raising of Purchase orders and processing contractor invoices 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 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). Additional Information : Experience in a customer-facing, lettings role in residential lettings, build to rent, Coliving, student accommodation, or letting agency, as well as lettings administration experience is desirable Must be focussed on delivering outstanding customer service. Must be confident and able to be building rapport quickly. Must be highly organised and able to follow processes correctly. Must have meticulous attention to detail to ensure correct documentation. Must be confident talking on the phone and using email, SMS, whatsapp, and other channels. Must be proficient in the use of Microsoft office packages including Word, Excel and Outlook. Must be confident and experienced in using CRM systems, booking systems, and other such systems, which are a key part of the role. Must always conduct themselves in a confident and professional manner in a customer-facing role. Must have the ability to work on own initiative. The ability to work under pressure, often on multiple activities whilst displaying good organisational skills. To maintain strict confidentiality in relation to all tenant matters and personal data. Commitment to fostering a safe, secure, and inclusive culture focused on customer satisfaction. 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.