Posted: 8 June
The role
KEY RESPONSIBILITIES
Customer Service
Provide excellent customer service to residents, prospective tenants, contractors and visitors
Be the first point of contact for handling resident complaints, ensuring a speedy and efficient resolution and escalating promptly to the Property Manager or Area Operations Manager when needed
Organise, promote and conduct resident events to promote community and drive resident engagement within the building
Seek ways to exceed service expectations, driving NPS and building reviews on platforms such as Google and TrustPilot
Share communications via the Marketing Team to keep residents informed and react to changing circumstancesSales
Lead the implementation of sales strategies with the support of the Property Manager
Support the Property Manager with external stakeholder management such as key universities and language schools
Maintain a thorough understanding of current competition and market conditions
Conduct viewings with prospective residents, ensuring the building is always shown in the best possible light
Ensure mystery shopping feedback is acted on
Ensure all enquiries are recorded and responded to in a professional and timely manner
Ensure move-ins are well-managed and aligned with our customer promise
Effectively execute the arrears process, conducting conversations and navigating complex accounts
Keep property management software updated promptly, ensuring data is accurate and handled with care
Assist with the management of operational budgets, approval of invoices and monthly reconciliation of credit card expenditure
Support the Property Manager with generating reports on key operational metrics
Support the Finance team with processing key property accounts in line with correct internal guidelinesTeam Management and Development
Deputise for the Property Manager in their absence
Support new team members through training, guidance and mentorship
Assist with interviewing candidates and collating new starter documents
Attend and constructively contribute to team meetings, sharing knowledge and supporting new ideas and improved processes
Monitor the team rota to ensure appropriate cover for the building
Contribute to a positive team spirit, working in line with company values and encouraging others to do the same
Encourage and motivate team members to act as true ambassadors of the building and the business
Role model collaboration with colleagues and key stakeholders across the businessFacilities Management & Building Compliance
Comply with Fire and Health & Safety policies and statutory regulations
Conduct and record scheduled flat inspections, completing all resultant actions in a timely manner
Support the Property Manager with the management of the property turnaround process at end of tenancy
Provide day-to-day assistance with management of reactive maintenance issues and compliance checks
Monitor planned preventative and reactive maintenance using the facilities management software platform
Work with the Property Manager and Regional Facilities Manager to manage contractor activities across hard and soft services
Identify and share opportunities for financial savings and efficiencies
Provide out of hours support when required
Assist with the general upkeep and appearance of the property and report any serious deficiencies, hazards or issues to the Property Manager and Regional Facilities ManagerQUALIFICATIONS & EXPERIENCE
Essential
Demonstrates core traits of honesty, integrity and intelligence
Proven track record of working in a residential building
Demonstrable experience delivering strong results against sales targets
Excellent customer relationship skills and attention to detail
Clear and effective communication skills, verbally and in writing
Intermediate IT skills including Microsoft Office
Strong team player with a willingness to support others
A positive, can-do attitude with a desire to achieve outstanding results
Ability to work independently
Ability to deal with sensitive information and maintain confidentiality at all times
Ability to work weekends and public holidays in line with the rota
Ability to provide out of hours support for urgent issues affecting the building or residents
