Operations Support Associate

2 weeks ago


Wembley, United Kingdom Quintain Full time

Job Ref:
QUI1137

Branch:
Quintain Living Hub, Wembley Park

Location:
Quintain Living Hub, Wembley Park

Salary/Benefits:
Competitive Salary and Benefits

Contract type:
Permanent

Hours:
Full Time

Shift pattern:
Shift Pattern, Monday to Sunday 8am-8pm

Hours per week:37.5 hours per week

Posted date:12/01/2023

Closing date:02/02/2023

Quintain Overview:


Quintain is an award-winning mixed-use property developer in the UK and Ireland and most famous for Wembley Park, one of Europe's largest and most exciting transformation projects where we have already delivered thousands of homes, shops, offices, restaurants, hotels and cultural venues as well as supporting a growing community of residents and workers.


This world-famous north west London neighbourhood will be the UK's largest single site of Build to Rent homes, with over 6,000 apartments to be operated by Quintain Living by 2027.

Our team already manages over 3,000 exceptional homes to rent across nine unique developments.

The benefits of renting with Quintain Living includes no deposits or fees, lifestyle-led amenity spaces, flexible leases, app-based tenancy management, resident events and a 24-hour service.

In Ireland, Quintain is one of the largest mixed-use developers.

Operating from and building within four neighbourhoods around Dublin, we have a landbank that can accommodate over 9,000 homes and almost 95,000 square metres of commercial space.


At Quintain we operate in accordance to our five company values: Creative, People-First, Pioneering, Sustainable and Proud and the associated behaviours foster a sense of respect, awareness and belonging across the business.


Job Purpose:

Key Accountabilities:

Customer Service and Team

  • Ensure full knowledge of apartment and communal area systems and operation in order to deliver customer service in line with Quintain Living standards
  • Assist the Events team when needed, to set up and present customer social events activities
  • Work closely with 3rd party suppliers/ inhouse departments (i.e. Night concierge, Leasing) supporting the Resident Manager deal with resident requests in line with departmental deadlines escalating more complex customer issues to the Resident Manager as necessary
  • Delivering great customer service while adapting to customer/resident feedback to ensure we consistently strive to deliver on Quintain Living resident engagement and satisfaction targets.
  • Support the premovein administration processes to drive new business conversion
  • When required, work within the team to support the business plan lease up goal, time scales and revenue targets whilst ensuring a good knowledge of occupancy and void periods
  • When required, tour potential customers around our buildings, actively promoting the benefits of living with us at Wembley Park
  • When required, negotiate appropriately and close potential customers to live with us whilst working within the businesses promotional guidelines
  • Promote and sell additional revenue generating services such as parking, storage facilities, lounge hire etc. at every opportunity

Commercial

  • Drive and promote ancillary revenue in line with Quintain Living Targets (i.e. storage pods, Social space hires etc.)
  • Network and regularly interact with customers to build customer relations and confidence in order to aid customer renewals and generate referrals.
  • Continually work with your Resident Manager to implement cost and time efficiencies to deliver on your PL targets.

Operational/ Compliance

  • Ensure cases received are acknowledged, actioned and closed out within agreed SLA
  • Support Resident Manager to collate data for weekly / monthly reports as required by the Operations Manager
  • Carry out daily inspections of development to ensure they are to Quintain Living standards and support with required health and safety compliance.
  • Ensure that all move in's move outs are coordinated with the relevant Quintain Living function and third parties.
  • Enable all specialist contractors/ 3rd party company access to buildings as required in line with departmental procedures
  • Carry out weekly inspections to ensure apartments are always lease ready
  • Complete all salesforce activities related to the customer/ resident journey in line with the operational SOP's

HS

  • Ensure all matters relating to HS compliance are adhered to and reported where required, including statutory checks as directed by the Resident Manager

General Accountabilities:

  • Undertake additional relevant duties which fall under the general scope of the role, as directed by your Manager, raising any issues with capacity so they can be properly managed.
  • Participate in the full year and half year Performance Development Review process as reviewer and reviewee, meeting the standards and timescales required by the Company.
  • At all times ensure that your understanding and skill level regarding the Company's IT syste

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