Customer Service Assistant Job at 360 Resourcing Solutions (Birmingham)

Job Description

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.

Job Responsibility

Delivering an exceptional member experience
Ensuring smooth day-to-day operation of the building
Representing VervLife’s values and standards
Managing incoming post
Coordinating with contractors
Working with maintenance team to arrange repairs
Ensuring property is maintained to high standard
Creating and sharing relevant and engaging content
Supporting promotion of events through visual displays and online channels
Ensuring all paperwork is accurate and compliant
Communicating with internal teams for seamless onboarding
Maintaining enquiries inbox
Helping create positive first impression
Maximising conversion rates
Communicating potential price increases
Ensuring no outstanding debt on client accounts
Ensuring safe and secure environment

Requirements

Lead front-of-house operations and telephone support
Manage and resolve day-to-day queries
Build strong, positive relationships with members
Ensure high levels of customer satisfaction
Adhere to company procedures and service standards
Support development and delivery of community initiatives, events, and engagement programmes
Engage with members across digital platforms
Respond to news feed posts and direct messages
Contribute to social media activity
Proactively identify and communicate issues to management
Gather and act upon member feedback
Ensure visitors and contractors are properly signed in and out
Maintain systems with up-to-date customer information
Assist with setup and breakdown of member events
Support the lettings process
Manage enquiry pipeline
Strong understanding of all products and services offered
Awareness of competitor offerings
Draft correspondence
Raise purchase orders and invoices
Maintain accurate records
Process payments
Issue receipts
Liaise with external contractors
Prepare and process membership agreements
Coordinate contractual documentation
Gather and manage client data
Handle member enquiries promptly
Deliver high-quality viewings
Assist with financial processes
Analyse booking trends and reports
Understand company financial targets
Follow financial controls
Use internal booking and finance systems
Address credit control issues
Adhere to health and safety policies and procedures
Follow fire and emergency procedures

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Customer Service Assistant

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