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Resident Experience Coordinator
2 months ago
This role is responsible for delivering the Get Living promise by driving an excellent resident living experience that is positive and effortless. Working with the team, the Resident Manager ensures neighbourhoods are optimally occupied and properties are prepared to a high standard for viewing.
Key Responsibilities- Primary customer-facing representative for all current and prospective residents.
- Ensure current and prospective residents enjoy an exemplary experience from first enquiry to move-in and on to an enduring and sustained residency experience thereafter.
- Perform viewings booked in by the Customer Hub/Site Team on request and follow through to reservation and hand over to the Customer Hub for processing.
- Look for ways to do things better, change, and explore opportunities to raise expectations and standards.
- Drive customer/resident satisfaction across all platforms.
- Meet set budgeted targets for occupancy, pricing, revenue, and Net Promoter Scores.
- Complete Inventory check-in and check-out reports on homes using Inventory Base.
- Undertake inspections of both occupied and vacant properties to ensure apartments are maintained at the required standard, reporting breaches or maintenance issues.
- Manage the Move-out process including deposit release via the TDS Custodial scheme.
- Accurately report and record all activity in line with Get Living controls, processes, and policies.
- Ensure 100% accuracy of data recording in Yardi.
- Attend and participate in the planning of events and other resident experiences.
- Support the ongoing function of the office and availability to residents by manning phones, lobby spaces, parcels, and adopting different Resident Manager roles if required due to holiday cover.
- Manage Utility Bills for void units and updating utility companies with incoming and outgoing tenancies.
- Assist team members with ad hoc tasks where required.
- ARLA or equivalent property qualification where possible (level 3 essential, level 4 desirable).
- Proven track record of outstanding customer service experience in lettings/property management.
- Intermediate to advanced computer skills, including Microsoft Office applications (Excel, Word, etc.) and good industry-related systems knowledge e.g. Yardi/RentCafe/Hubspot.
- Proven track record of outstanding customer service skills.
- Problem solver/solutions driven.
- Adaptable and resilient, able to handle pressure and peak periods.
- Excellent attention to detail and organized approach to prioritizing tasks.
- Excellent written and verbal communication skills.
- Excellent interpersonal skills with the confidence to engage with a variety of people at all levels, including residents, senior management, and external providers.
- Self-motivated/proactive.
