Overall Purpose
The role sits in the Customer Hub Enquiries Team and ensures the delivery of the Get Living customer experience and occupancy goals. The incumbent will consistently meet incoming customer demands across all portfolios and Neighbourhoods efficiently and effectively. They handle customer leasing enquiries in a professional and timely manner and support the wider Customer Hub when required. Engaging interactions with prospective and current residents is paramount.
Key Relationships
* Internal: Head of Resident Enquiries, Customer Hub team, Neighbourhood teams, operational colleagues, Get Living colleagues.
* External: Residents and prospective residents, external providers (e.g. Rightmove).
Key Responsibilities & Accountabilities
* Day to day handling of incoming leasing enquiries across all Neighbourhoods.
* Follow the Get Living enquiry process and Follow Up Series using internal systems.
* Advertise homes on internal and external websites.
* Manage incoming enquiry telephone calls, emails, live chat requests, portals and follow up activity confidently.
* Determine prospective tenants’ leasing eligibility, identify hot leads and prioritise based on criteria and company demands.
* Convert enquiries into viewing appointments for the Neighbourhood teams ensuring that the appointments have been qualified in accordance with the Get Living criteria and to achieve KPIs.
* Liaise with the Neighbourhood teams to ensure the delivery of the expected Get Living resident experience and customer journey.
* Enhance the quality of customer interactions, ensuring compliance, regulatory and legal obligations are met across all interactions.
* Stay up to date with neighbourhood knowledge to be able to support our resident queries and needs.
* Stay up to date with the local market and what competitors are doing (e.g. what amenities, products they have, their prices).
* Escalate any customer issues to line manager to ensure these are effectively managed and the relevant action is taken in accordance with management procedures.
* Ensure 100% accuracy of data recording on internal systems.
* Deliver against KPIs and agreed SLAs for all enquiries and customer interactions including customer service feedback.
* Support the wider Customer Hub in delivering the resident experience.
* Be an all-round brand ambassador for Get Living.
Qualifications & Experience
* BTR and/or residential sector or/and service sector experience (desirable).
* Experience of working within a customer service environment, e.g. call centre (essential).
* Sales experience, customer interaction.
Key Skills & Competencies
* A highly effective communicator – verbal and written.
* Excellent customer service experience via telephone and email.
* Ability to adapt to customer needs culturally.
* Working with targets and KPIs.
* Organised and efficient.
* Maintains high standards with exceptional attention to detail.
* Team player.
* Energetic and self‑motivated.
* Systems knowledge (preferred but not essential) - Zendesk, Sell, Support, Rent Café, Yardi.
Get Living Values
* Respect: Helps build trust and stronger relationships.
* Integrity: Acting with honesty and accountability.
* Togetherness: Strengthens teamwork and helps us face challenges side by side.
* Excellence: Inspires us to push boundaries and deliver outstanding results.
* Innovation: Be adaptable to evolve in a changing world.
Get Living Commitment
Diversity & Inclusion: We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Health and Safety: Get Living is responsible for providing a safe and healthy environment for all employees, residents, commercial occupiers, service providers, and visitors who may be affected by its undertakings across its portfolio. We are committed to continual improvement of performance, recognising the importance of investing in the health and welfare of our Employees by providing a physical and social working environment which is conducive to maintaining a healthy, fit and highly motivated workforce. We encourage a positive health and safety culture by actively promoting occupational health and safety through the provision of information, training, instruction and supervision. Through ongoing consultation with employees, partners and suppliers everyone is enthusiastically involved in managing risk and ensuring that our sites are a safe place to live, work and visit.
ESG: Get Living is committed to leading and promoting ESG initiatives as well as identifying ways to improve sustainability goals.
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