ROLE PURPOSE
Deliver excellent customer service and sales targets through adherence to company core operating procedures.
KEY ACCOUNTABILITIES
Customer Support
Key Performance Indicators: Direct Let retention, Academic Year Occupancy, Let vs monthly targets, Viewing mystery shopping, Arrears %, Bad debt %, Customer Survey and feedback
* Communicate effectively, whether face to face, via telephone or in writing, with customers and colleagues, clearly understanding and responding to their needs
* Provide 'front of house' services at the property as required
* Provide effective monitoring and management of residents including arrears, behaviour issues, maintenance and damage
* Provide a decisive and effective response to customer complaints and arbitrate tenant disputes to effective resolution following the core operating procedures
* Ensure compliance, security and integrity of customer data
* Receive and process front office payments and invoices
* Complete customer check-ins/outs and other resident processes in a timely and accurate manner in line with the core operating procedures
* Exercise initiative in providing excellent customer service, liaising effectively with Managers and other Colleagues
Sales Activity
* Contribute to the delivery of the key performance indicators within the company (Asset management, Stakeholder Engagement, Customer Engagement, NOI, Occupancy)
* Process and respond to sales enquiries in a timely manner
* Perform viewings for customers in line with the core operating procedures
* Attend information events and fairs to provide information to potential customers
* Co-ordinate with Managers on property merchandising and marketing collateral within the city i.e. Show flats, exterior banners, site hoardings, reception areas, social media etc
* To implement and support the companies branded marketing campaigns
* Understand the local student accommodation market
Facilities Administration
Key Performance Indicators: Asset Protection, Health and Safety
* Undertake regular building patrols to identify any maintenance requirements or Health and Safety risks and complete all resultant actions in accordance to the core operating procedures
* Undertake scheduled flat inspections and recording of same. Complete all resultant actions in a timely manner to include customer charges, liaison with maintenance and cleaning support functions
* Record, log and monitor any maintenance issues that may arise within the property and liaise with the facilities team to ensure their timely repair
* Adhere to companies operating processes, business systems and standards
* Support in monitoring compliance with Planned and Reactive Maintenance procedures, such that buildings are safe for both our residents and colleagues
* Update Property Documentation Files as required
KEY VALUES
Integrity
A professional approach, we demonstrate integrity, honesty and fairness in every action taken.
* Transparent, honest and consistent approach, holds themselves and others to account on issues of integrity and fairness
Commitment
A results driven business, we proactively focus on the customer taking individual responsibility to drive performance.
* Takes responsibility for delivering against own objectives and encourages others to do the same
* Customer at the heart of all decision making
* Relentless focus on delivering results
Energy
An enthusiastic and positive working environment, we embrace cultural diversity and develop/nurture talent.
* Displays passion and energy at all times creating a positive working environment
* Focuses on the learning and development of self and others
* Fosters a working environment that promotes diversity and equality
QUALIFICATIONS, EXPERIENCE AND ROLE REQUIREMENTS
Essential
* Experience in business to customer sales
* Customer service experience
* Experience of using business operating systems including Microsoft Office
* Demonstrable experience of effective communication both orally and in writing
* Previous administrative experience
* Ability to work shifts that include evenings, weekends and bank holidays
* Live within a reasonable travel distance to properties within the City
* Ability to work across locations in London
* Live within reasonable travel distance to the property
* Supporting emergency on-call duties on a rota basis
Desirable
* Experience in working in a student environment
* A-level education or equivalent
* Fluent in at least one additional language (in addition to fluent English)