Lettings Coordinator

3 days ago


Manchester, United Kingdom Ocasa Management Limited Full time

**Company Overview**

Ocasa Homes was established to exclusively manage a UK residential property portfolio on behalf of private investment funds. We focus on delivering an exceptional experience to residents living in our quality, yet affordable homes.

**Role Overview**

**Please note internally the job title is Resident Experience Coordinator.**

The Resident Experience Coordinator plays a key role in the successful delivery of an exceptional experience to our residents across the national portfolio. Forming part of our central support team, the Coordinator will respond to general queries, and generate and schedule property viewings, to support our drive for occupancy and high customer satisfaction levels.

**Key Responsibilities**
- Effectively coordinate and action the resident experience support desk, responding to resident queries efficiently, ensuring the highest standard of customer service at all times
- Problem solve areas of resident concern, acting as a resident expert, providing guidance and support throughout the resident lifecycle
- Connect residents to relevant team members, escalating complex issues and highlighting risks
- Collaborate with General Managers to ensure a smooth transition throughout the resident lifecycle
- Proactively build on your local market and industry knowledge, finding new ways to increase resident satisfaction and retention levels
- Effective data entry, keeping our internal property management system (Yardi) up to date
- Continually develop and maintain your knowledge on site locations and sites to advise residents on the local surrounding areas
- Provide support to the Resident Experience Manager in collating reports and general administration
- Contribute to the ongoing development and improvement of company policies and procedures
- Support the Resident Experience Manager with company-wide projects, and providing team cover when required

**Experience and Qualifications**
- Previous experience in a customer service role within residential lettings
- Knowledge of general resident queries and building management
- Confident IT skills with previous experience using multiple systems at any one time Knowledge and experience of Yardi and/or Hubspot is desirable
- Passionate about customer service and genuinely wants to deliver an exceptional resident experience
- Exceptional communication skills (written and verbal), with the ability to build rapport with others easily and form strong working relationships
- Excellent organisation skills
- Motivated, proactive, and ability to work towards targets

**Company Benefits**
- Pension
- 25 days annual leave, plus UK bank holidays
- Your birthday off
- Time off to move home
- As soon as you join us, you are enrolled into our Learning Academy, with instant access to blended learning designed for your professional and personal development
- Employee wellness programmes and events; from mental health lunch and learn forums to group meditation classes
- Free Thanks Ben subscription
- Access to free financial health and planning advice

**Job Types**: Full-time, Permanent

**Benefits**:

- Additional leave
- Company events
- Company pension
- Wellness programmes

Schedule:

- Monday to Friday



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