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)