Customer Service Assistant

The Support 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.

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 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 regular 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.
• 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.

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

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.