Customer Service Associate - FTC (10 months)

About Greystar

Greystar is a leading, fully integrated global real estate platform offering expertise in property management, investment management, development, and construction services in institutional-quality rental housing. Headquartered in Charleston, South Carolina, Greystar manages and operates over $300 billion of real estate in more than 265 markets globally, with offices throughout North America, Europe, South America, and the Asia-Pacific region. Greystar is the largest operator of apartments in the United States, managing over one million units/beds globally. Across its platforms, Greystar has nearly $79 billion of assets under management, including over $35 billion of development assets and over $36.5 billion of regulatory assets under management. Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business. To learn more, visit www.greystar.com.

Job Description Summary

Works as part of a team to provide day-to-day management of the property and its community, including marketing, building maintenance, and tenancy administration, and promotes and maintains an excellent resident experience to achieve occupancy and retention goals.

Job Description

Key Role Responsibilities

• Works as part of a team, supporting and respecting other team members, to deliver exceptional resident living.
• Supports the creation of a positive, memorable experience for residents.
• Delivers all aspects of customer service, including a comprehensive front-of-house service that anticipates and exceeds resident expectations.
• Responds positively to customer queries and complaints, identifying and undertaking appropriate action in line with Greystar’s complaints procedure.
• Supports events and activities within the Community.
• Establishes and maintains relationships with University clients.
• Develops and maintains local knowledge and information resources relevant to resident needs (e.g., travel, entertainment, and amenities).
• Completes administrative tasks, including logging maintenance requests, filing and preparing notices, and updating databases.
• Undertakes marketing activities such as attending open days and leafleting to promote the property.
• Carries out sales and leasing activities, including viewings, following up on enquiries, and supporting sales conversions.
• Assists with summer Community preparations, including move-in and move-out processes.
• Completes Health and Safety compliance activities in line with the Company’s policies and procedures.
• Participates, where required, in an on-call roster to provide out-of-hours emergency support for the Community.
• Chases outstanding rent arrears in accordance with rent collection procedures to meet property targets.
• Promotes tenancy extensions and other revenue streams such as vending.
• Raises purchase orders in accordance with procedures.
• Ensures tenant refunds are completed in a timely manner and in line with Greystar’s policy.
• Looks to maximize efficiency of utilities.

Key Relationships

• Onsite Team Members

Knowledge & Qualifications

• Good level of general education.
• Proficient in the use of Microsoft Office packages, including Word, Excel, and Outlook, as well as other systems such as databases or booking systems (training to be provided on in-house systems).
• Knowledge and understanding of UK Health and Safety requirements and legislation.

Experience & Skills

Essential

• Excellent customer service skills and significant experience in a customer-facing service delivery role.
• Good team player with strong relationship-building and influencing skills.
• Ability to act autonomously, taking decisions and/or action when required.
• Fluent English verbal and written communication skills.
• Excellent organisation skills, with the ability to multitask and prioritize.
• Numerical skills necessary to complete the activities listed above.
• Self- and culturally aware, able to adapt relationship-building, communication, and negotiation skills to suit the audience.
• Flexible approach to work and adaptable to thrive in a changing environment.
• Enthusiasm to deliver an exceptional experience to stakeholders and continuously improve knowledge of self and others.