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- Act as the primary customer-facing representative for current and prospective residents, ensuring a seamless and positive experience.
- Conduct property viewings for prospective residents and follow through to reservation.
- Continuously look for opportunities to improve processes and enhance customer experiences.
- Drive customer satisfaction across multiple platforms, including Student Hub, Google, and Homeviews.
- Achieve budgeted targets for occupancy, pricing, revenue, and Net Promoter Scores.
- Perform inventory check-in and check-out reports for all properties.
- Conduct regular inspections of both occupied and vacant properties, reporting maintenance issues and breaches.
- Manage the move-out process, including deposit releases through the TDS Custodial scheme.
- Accurately report and record all activity in line with company policies and controls.
- Ensure data accuracy in relevant systems, including Concurent.
- Assist with the planning and execution of events and resident experiences.
- Support office operations, including phone coverage, lobby management, and parcel handling.
- Provide cover for other Student Manager roles during holidays or peak periods.
- Assist team members with ad hoc tasks as required.
- ARLA Level 3 qualification (Level 4 desirable) or equivalent property-related certification.
- Demonstrable experience in delivering exceptional customer service within the lettings or property management sector.
- Proficiency in Microsoft Office applications (Excel, Word, etc.) and familiarity with property management systems.
- Key Skills & Competencies
- Outstanding customer service skills with a proven track record.
- Solutions-driven problem solver.
- Adaptable and resilient under pressure, with the ability to manage peak periods effectively.
- Highly organized with excellent attention to detail.
- Strong written and verbal communication skills.
- Exceptional interpersonal skills, confident in engaging with residents, senior management, and external providers.
- Self-motivated and proactive approach to work.
