Working hours: Mon to Fri 9.00 -17.30 but with flexibility within the hours of 8.00 - 20.00 (40 hrs p/w)
Occasional weekend working
We are looking for a Customer Service Assistant to join our team at our property River View in Staines. The role is integral to the success of our member experience, being the first point of contact in our member journey and ensuring high-level customer service. The duties are varied, ranging from collecting post, contractor management, and collaborating with our maintenance team to arrange repairs.
Key Responsibilities
Community Care, Engagement and Satisfaction
* Lead front of house and telephone support; handle day-to-day queries.
* Develop and maintain relationships with members, ensuring high-level customer service and satisfaction by managing and meeting customers’ expectations and service levels in line with company procedures.
* Assist with the development of the member experience through programming, initiatives, events, and administration.
* Actively engage with members through various online platforms, responding to news feed posts, direct messages, and posting on the news feed and other social media platforms.
* Assist with visual promotions of upcoming programming/events and community-led initiatives.
* Be proactive, informing management of any arising concerns.
* Actively seek and act on member feedback to improve services.
* Ensure signing in and out of the site is in accordance with procedures.
* Deliver best-in-class service to ensure member satisfaction and retention, maintaining a high standard of customer service at all times.
* Maintain systems with up-to-date customer feedback and personal preferences.
* Support member events.
Lettings Management
* Assist with lettings and the customer journey through to booking, actively managing the enquiry pipeline.
* Have a full understanding of all products and services offered, including those of competitors, and relate all product offerings to prospective members with associated costs.
* Provide administrative support, including writing letters/emails, raising POs/invoices, filing, receiving payments, and issuing receipts.
* Liaise with external contractors, ensuring they are correctly signed in and out of the building.
* Prepare membership agreements, ensuring they are processed in line with company procedures.
* Coordinate contractual and membership agreements.
* Provide feedback on application status to members and guarantors where applicable.
* Audit enquiry and membership agreement paperwork and report to relevant teams.
* Gather client data to fulfill booking requirements and communicate with relevant teams.
* Deal with member enquiries promptly.
* Maintain the Enquiries Email inbox, ensuring queries are addressed timely.
* Deliver excellent viewings to maximize conversion rates.
Financial Management Support
* Analyze reports and bookings to determine and communicate price increases.
* Understand company financial targets and interpret relevant reports.
* Implement and follow financial controls in line with operating procedures.
* Use computerized internal booking and finance packages to manage financial information.
* Communicate with management regarding any credit control issues to ensure no outstanding debts on client accounts.
H&S
* Follow policies, procedures, and H&S legislation under the guidance of VervLife.
* Be fully familiar with the company's fire and emergency procedures, including personal emergency evacuation plans for disabled residents.
We believe in equal opportunities and inclusivity, valuing the growth and learning that comes from a diverse team. We encourage applications from candidates of all backgrounds and communities and are open to discussing any reasonable adjustments you may need.
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