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 circumstances

Sales

• 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 guidelines

Team 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 business

Facilities 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 Manager

QUALIFICATIONS & 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