Night Concierge

6 days ago

Manchester, United Kingdom Cortland Full time

**Role: Night Service Associate**

**Report to: General Manager**

**Location: Manchester**

**Shift Pattern: 4 on 4 off, 7:00pm-7:00am**

**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 70,000 apartments under management, our high performance continues to drive exponential growth - and we invite you to join us on our journey toward real estate 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, UK regional cities, and Dublin. Currently, we have a development open in Watford and two developments under construction, one in Birmingham, one in Manchester, with two more in the pipeline, including Leeds and a second phase in Watford.

We are looking for superstar team members to help drive service and standards for our residents. We will be operating a 24/7 model at this development and as such are looking for team players who are focused on customer service though our daytime service hours.

**ROLE OVERVIEW**

As Night Service Associate (NSA) you will help the General Manager oversee the operation of a multimillion pound, build to rent development. Being the face of our brand and responsible for creating a community within the building by providing an unparalleled level of customer service. You will take the lead on resident engagement, building rapport with our customers building compliance, and maintenance of site presence to support the needs of residents from a whole range of backgrounds. This is a diverse and challenging role but if 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. Other key roles you include:
**The Engager**
- Build relationships with residents through customer service engagement
- Help organise Resident event reservations
- Participate in Resident events

**The Problem Solver**
- Always ready to take charge and find solutions no matter how challenging the issue
- Able to multitask; one minute you are processing inventory and the next you are dealing with a call 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

**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 kept safe and secure at all times
- Complete regular onsite testing protocols and ensure these are accurately recorded for compliance

**The Maintainer**
- Regular Community walks, monitoring and ensuring the Community is secure.
- Transporting of all bins to designated collection points and back to the bin store weekly
- Attend and assess all bin stores on the development twice weekly
- Ensuring no bin bags or debris are ‘tipped’
- Place any ‘tipped’ bags into the relevant bin
- Parcel management
- Following up on closed service requests and any that come in through online or in person.

**THE IMPACT YOU CAN MAKE**
- Residents are so happy in your community they will have no reason to leave
- Associates, vendors, and residents always have the information they need because of your exceptional communication skills
- You thrive in the fast-paced, challenging day-to-day life of your community, where you are accountable for the success of your development’s performance
- The General Manager is so confident in your ability that they can relax knowing that you have everything under control outside of the traditional 9-5.
- You are highly motivated and know that people can always turn to you for inspiration on how to find solutions to any problem that arises

**YOUR BUILDING BLOCKS OF SUCCESS**
- Excellent customer relations skills and plenty of energy and enthusiasm
- Health and Safety conscious, and understand your role is key in keeping yourself and your residents safe
- Communicate effectively with residents, vendors, and associates
- Resourceful problem solver always up to the challenge
- Highly organised with the ability to prioritise effectively and multi-task
- Impeccable record-keeping and reporting skills
- Tech savvy and computer literate

**THE CORTLAND DIFFERENCE**

At Cortland, we create, reimagine, and manage apartment communit

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