Resident Engagement Manager

1 month ago

London, United Kingdom Moda Living Ltd Full time

Pushing the boundaries of style, service and community. Focusing on best-in-class service and high-quality design.

We have a clear objective of pioneering positive change to the UK rental landscape and creating happy, healthy, connected and well communities.

THE IDEAL CANDIDATE
Moda is creating the UK’s leading lifestyle experience brand by delivering and operating next generation neighbourhoods to live, work and play. You must have demonstrable experience in a similar role (hospitality or private rental sector preferred). You and the team will work together to achieve your goals and to deliver at every level for our residents. Service is at the heart of what we do, and you must be willing to go the extra mile.

JOB DESCRIPTION

  1. To create new partnerships within the city, building a rapport to showcase the Moda brand.
  2. To have a good knowledge of local attractions and destinations, keeping up to date with trends and opportunities and using this to influence event strategy and direction.
  3. Reporting any identified H&S matters to the General Manager.
  4. Access control programming.
  5. Be aware of amenity T&C's.
  6. To lead with the organization of on-site events and to have strong creative skills.

MAIN RESPONSIBILITIES

  1. Deliver first class customer service and resident engagement.
  2. Consistently deliver the Moda service standard to residents and all visitors to the building.
  3. Reply to resident queries and meet all response time SLAs. Interact with customers via telephone, email, live chat or instant message.
  4. Provide informed and accurate information to residents.
  5. Using social platforms such as The My Moda app to promote new updates and events.
  6. Work closely with the Marketing team on social media activity.
  7. Promote resident events and engagement strategies monthly and forecast in advance.
  8. Oversee all aspects of the resident’s service experience to troubleshoot processes and procedures and improve customer service quality.
  9. Establish and maintain relationships with residents to best understand their needs.
  10. Follow the complaints procedure and provide training on handling sensitive customer service issues.
  11. Manage a team and be responsible for department recruitment and retention, as well as accurate and regular reports regarding staff changes.
  12. Conduct a staff Rota for your department and arrange cover when necessary.
  13. Oversee staff one-to-ones and appraisals within your team.
  14. You may be required to perform other duties appropriate to your role/level.

KNOWLEDGE, ATTITUDE AND SKILLS

  1. Excellent analytical skills.
  2. Excellent interpersonal skills.
  3. Proactive and dynamic, taking ownership of all core duties.
  4. Strong verbal and written communication skills.
  5. Accuracy and attention to detail.
  6. Experience of working to targets.
  7. A great team player who takes ownership and responsibility.
  8. A logical thinker who can spot errors and resolve issues.
  9. Acts with integrity and professionalism.

GET IN TOUCH
If you’re up for the challenge, send us a copy of your CV with a supporting statement on how you meet the knowledge, experience and skill set to katia@embassyboulevard.moda.

Think you're up for the challenge and want to show us what you're made of? Send us a copy of your CV and why you want to join Moda.

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