Job Title

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)