VervLife is seeking a dedicated and enthusiastic Customer Service Assistant to join our dynamic team at our property in Birmingham. This role plays a vital part in delivering an exceptional member experience and ensuring the smooth day-to-day operation of the building. As the first point of contact in the member journey, you will represent VervLife’s values and standards, consistently delivering a high level of customer service and professionalism. This is a varied and hands-on position, where no two days are the same. Responsibilities can range from managing incoming post and coordinating with contractors, to working closely with the maintenance team to arrange repairs and ensure the property is maintained to a high standard. The role is part-time, working 20 hours per week across Monday to Thursday, offering a great opportunity for someone looking to contribute to a vibrant community environment. Key Responsibilities and Activities Community Care, Engagement and Satisfaction You will lead front-of-house operations and telephone support, confidently managing and resolving day-to-day queries from members, visitors, and stakeholders. Building strong, positive relationships with members is at the heart of this role, and you will be expected to maintain a welcoming, approachable presence at all times. A key aspect of your role will be ensuring high levels of customer satisfaction by understanding and meeting member expectations, while adhering to company procedures and service standards. You will contribute to enhancing the overall member experience by supporting the development and delivery of community initiatives, events, and engagement programmes. Active engagement with members across digital platforms is also essential. You will respond to news feed posts, direct messages, and contribute to social media activity by creating and sharing relevant and engaging content. Supporting the promotion of upcoming events and initiatives through visual displays and online channels will also form part of your responsibilities. You will be expected to proactively identify and communicate any issues or concerns to the management team, as well as actively gather and act upon member feedback to continuously improve services. Ensuring that all visitors and contractors are properly signed in and out in line with procedures is also a key duty. Delivering a best-in-class service experience is essential, contributing to both member satisfaction and long-term retention. You will maintain systems with up-to-date customer information, feedback, and preferences, ensuring a personalised and attentive service. Additionally, you will assist with the setup and breakdown of member events under the guidance of the Events Coordinator, and undertake any reasonable ad hoc duties as requested by the General Manager, Assistant General Manager, or Events Coordinator. Lettings Management You will support the lettings process, assisting with enquiries and guiding prospective members through the customer journey from initial contact to booking. Managing the enquiry pipeline effectively and ensuring timely follow-ups will be key to maximising occupancy and conversion rates. A strong understanding of all products and services offered by VervLife, as well as awareness of competitor offerings, is essential. You should be confident in presenting these options to prospective members, clearly explaining features, benefits, and associated costs. Administrative support will form a significant part of this role, including drafting correspondence, raising purchase orders and invoices, maintaining accurate records, processing payments, and issuing receipts. You will also liaise with external contractors, ensuring compliance with site procedures. Preparing and processing membership agreements in line with company procedures is another important responsibility. You will coordinate contractual documentation, provide updates on application status to members and guarantors where applicable, and ensure all paperwork is accurate and compliant through regular audits. You will gather and manage client data to support booking requirements, communicating effectively with internal teams to ensure a seamless onboarding experience. Handling member enquiries promptly and maintaining the enquiries inbox to ensure all communications are responded to in a timely manner is essential. Delivering high-quality viewings to prospective members will also be a key part of the role, helping to create a positive first impression and maximise conversion rates. Financial Management Support You will assist with financial processes by analysing booking trends and reports to support pricing decisions and communicate potential increases. A clear understanding of company financial targets and the ability to interpret relevant reports is important. Ensuring that financial controls are followed in line with company procedures is essential, as is the accurate use of internal booking and finance systems to manage data. You will also work closely with the management team to identify and address any credit control issues, helping to ensure that there is no outstanding debt on client accounts. Health and Safety Adhering to health and safety policies and procedures is a critical part of this role. You will follow all relevant legislation and company guidelines, ensuring a safe and secure environment for members, visitors, and staff. You will be fully familiar with fire and emergency procedures, including personal emergency evacuation plans for residents where applicable, and ensure these are implemented effectively when required. At VervLife, we are committed to fostering an inclusive and supportive workplace. We believe in equal opportunities and recognise the value that diversity brings to our team. We welcome applications from individuals of all backgrounds and communities, and we are happy to discuss any reasonable adjustments needed throughout the recruitment process. If you are passionate about delivering outstanding customer service and want to be part of a vibrant and growing community, we would love to hear from you. Join VervLife and play a key role in making a positive difference in the lives of our members.