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 $350 billion of real estate in more than 260 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 $34 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
The Central Customer Service Advisor (CCSA) is the frontline delivery role within the UKST Central Team. Working as part of a rotating pool that spans five core disciplines, the CCSA is responsible for executing day-to-day operational tasks — processing leasing enquiries, managing debt chase sequences, handling resident communications, completing finance administration, and supporting general compliance activity — to a consistent standard across all Canvas and Chapter properties.
JOB DESCRIPTION
Key Role Responsibilities
Debt Management
- Execute the arrears chase schedule for all live properties, contacting residents and guarantors via standardised Entrata letter sequences.
- Manage inbound payment queries directed to the central payments team, resolving or escalating within agreed SLAs.
- Process and document payment plan requests in accordance with the payment plan policy.
- Prepare ACT referral packs to the required standard for escalation to the Central Operations Manager.
- Maintain PMS ledger accuracy — tagging, categorisation and note-keeping — in line with the Central Debt SOP.
Finance Administration
- Process FMO charges and deposit deduction requests in the PMS, ensuring accuracy and supporting documentation is in place.
- Manage refund workflows, escalating exceptions to the CAM/COM as required.
- Produce routine reporting (weekly arrears snapshots, conversion trackers) as directed by the COM.
Resident Experience
- Triage incoming welfare referrals and resident support requests, directing to the appropriate escalation pathway (site team, welfare resource).
- Support the delivery of central resident communications — move-in guides, community newsletters, compliance notices — to PMS and Resident App standards.
- Assist in co-ordinating community events activity as directed by the CAM.
General & Administrative (G&A)
- Support the processing of council tax exemption applications and HMO licence documentation as directed.
- Maintain accurate records and file management.
- Support Council tax applications and other licence requirements for properties.
- Complete ad-hoc compliance and administrative tasks as directed by the CAM/COM.
Role Scope
- Central role supporting all Canvas and Chapter PBSA properties across the UKST portfolio. The CCSA works as part of a rotating pool, cycling across all five disciplines under the direction of the CAM/COM, rather than being assigned to a single function or site.
- Direct Reports: None.
- Portfolio Reach: Canvas and Chapter.
Key Relationships
- Central Operations Manager and Central Assistant Manager (day-to-day direction); site Community Managers and Assistant Managers (operational coordination); residents and guarantors (direct contact for leasing, debt and resident queries); External debt agency (referral handovers).
- Proficiency in Entrata or equivalent property management system. Training will be provided.
- Knowledge of UK landlord/tenant legislation — desirable.
Experience & Skills
Essential
- Significant experience in a customer-facing service delivery role, ideally in student accommodation, residential lettings, hospitality or a contact-centre environment.
- Demonstrated ability to manage high-volume, process-driven workflows to quality and time standards.
- Strong written communication skills — able to produce accurate, professional correspondence.
- Highly organised with the ability to prioritise competing tasks and manage own workload independently.
- Comfortable working with data and systems — able to maintain accurate records and produce basic reports.
- Proactive approach to problem-solving; able to act with appropriate autonomy and escalate clearly when required.
- Flexible and adaptable; comfortable operating across multiple functions and property contexts.
Desirable
- Experience within the PBSA, student accommodation or residential lettings sector.
- Familiarity with Entrata or another property management system.
- Experience processing arrears, payment plans or deposit deductions.
Important Notice: Greystar will never request your banking details or other sensitive personal information during the interview process. Greystar does not conduct any interviews via text or messaging, and all communication will come from official Greystar email addresses (@greystar.com). If you receive suspicious requests, please report them immediately to AskHR@greystar.com.
