Resident Advisor

7 months ago

London, United Kingdom Cortland Full time

**ROLE OVERVIEW**

**Role**:Resident Experience Associate

**Reporting to**:Community Manager

**Property**:Royal Albert Wharf, East London

**# Of Units**:182

**COMPANY OVERVIEW**

At Cortland, you map the story of your success. We don't adhere to the status quo, we love outside industry perspective, and we thrive on exploring possibilities and reimagining solutions. As an innovative leader in Build to Rent (BTR) in the USA with over 80,000 apartments under management, our high performance continues to drive exponential growth - and we invite you to join us on our journey toward excellence. With tools and guidance to sharpen your skills, you can forge your own career path, love what you do, and let it show.

In the UK, Cortland has a six-year strategy targeting a development portfolio of 10,000 Build-to-Rent (BTR) apartments and a management portfolio of 75,000 units, primarily the London commuter belt areas and UK regional cities. Currently, we have two developments open in Watford and Manchester and another in Birmingham set to open this year, and more in the pipeline.

We are looking for superstar team members to help create the new gold standard for renting in the UK - one with the highest level of service where the resident always comes first.

**ROLE RESPONSIBILITIES**

As Residents Services Associate, you will help the Community Manager & Resident Experience Manager oversee the operation of a multimillion-pound build to rent development. You will lead your own team that will be responsible for lettings, customer experience and placemaking at your community. This is a diverse and challenging role, but you have a passion for interaction and the drive to succeed. You will be organised and agile in your approach, so you can manage whatever is thrown your way. You will work closely with the wider onsite team to achieve customer excellence at your community. Other key roles you include:
**The Problem Solver**
- Always ready to take charge and find solutions for your team no
matter how challenging the issue
- Able to multitask; one minute you are resolving an escalated
customer query and the next you are remedying an issue about excessive noise or
a maintenance repair
- Dynamic approach to problem solving, well organised and ability to
work well under pressure
- Proactive listener able to provide appropriate feedback and action any reasonable requests that may arise from your
team or customers

**The Rule Enforcer**
- Go above and beyond for the residents
but understand that rules are made for a reason and feel comfortable laying
down the law when necessary
- Handle difficult tasks with empathy, but never shy away from a challenge
- Understand building legislation and procedures so you can ensure
residents and associates are always kept safe and secure
- Complete regular onsite testing protocols and ensure these are
accurately recorded for compliance

**The Organisational Genius**
- Keep track of a high number of requests and needs without getting
overwhelmed and create a culture that enables your team to do the same
- Having everything organised at the touch of a button so that you
know which apartments are vacant, which have maintenance issues, and which are
due for renewal
- You are comfortable creating and monitoring daily, weekly and monthly reports that help guide your team’s performance
and identify development opportunities
- The gatekeeper of information, accumulating details, and documents
to create insightful development status reports
- Familiar with P&L and operational budgets and seek to find efficiencies where possible

**The Tour Guide**
- Discover future resident’s needs, show them around your
community’s amenity areas and show apartments, and highlight all the benefits
that will make them want to call your community home
- Highlight your development’s unique features and benefits and what
sets it apart from the competition
- Create added value by anticipating needs and addressing living concerns customers haven’t even thought of yet
- Host regular training workshops and feedback sessions to ensure
you and your team strive for greatness

**The Deal Sealer**
- Go above and beyond to make
prospective residents feel so at home they will never want to leave
- Optimise occupancy and increase viewings by finding new ways to
boost online engagement, update promotions and advertising, and create new marketing strategies
- Shop the competition to stay one step ahead so that we always
offer the best level of service
- Communicate with clarity and enthusiasm, assuring prospective
residents that your development is where they want to live and a place they will love to call home
- Process your deals efficiently and keep the residents updated
consistently throughout
- Motivate your team to outperform your leasing targets and reach
building stabilisation

**THE IMPACT YOU CAN MAKE**
- Residents are so happy in your community they will have no reason
to leave
- Associates, vendors, and residen

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