Job Description

Moda is creating the UK's leading lifestyle experience brand by delivering and operating next generation neighbourhoods to live, work and play. We have a clear objective of pioneering positive change to the UK rental market and creating healthy, connected, well-being communities.

You must have demonstrable experience in a similar role (hospitality or private rental sector preferred). You and the team will work together to achieve your goals and to deliver at every level for our residents. Service is at the heart of what we do, and you must be willing to go the extra mile.

To oversee the site operations, lets and responsible for delivering the highest quality of service to its residents. Managing on-site teams and customer service and meeting marketing, leasing and ?nancial targets.

WHO WE ARE

Moda is on a mission to redefine renting - creating vibrant neighborhoods built around wellbeing, service and community. Our purpose is simple: to provide exceptional living experiences.

We live by our values:

Community Foster vibrant, engaged communities that enable team, residents and partners to thrive.

Excellence Taking ownership of our commitment to quality across the group and investing in the team delivering this.

Integrity Committed to sustainable and ethical practice and integrity, as an employer and as individual team members.

Innovation Encourage creativity and entrepreneurial thinking to set new standards in living experiences.

JOB RESPONSIBILITIES

Key Area

Customer Service

Support the General Manager in delivering first-class resident experiences and engagement.

Lead on daily resident interaction, ensuring swift and empathetic resolution of complaints or issues.

Build and maintain strong local relationships and partnerships that enhance the community offer.

Coordinate resident events and engagement activities within agreed budgets.

Promote resident feedback mechanisms, ensuring insights are shared and acted upon.

Identify opportunities to enhance service improvement plans

Work with head o?ce teams to disseminate customer service feedback and lessons learned

Meet agreed KPI's and SLA's

Colleague Management

Lead recruitment, induction, and training of on-site team members (in line with support office strategies)

Provide day-to-day supervision, motivation, and engagement of the on-site team

Line manage site-specific Ambassadors/employees

Conduct regular 1-2-1s, annual appraisals, and ensure performance reviews are completed for all staff

Identify opportunities to enhance team performance, development, and service delivery

Support HR initiatives, including performance management and employee development

Deputise for the General Manager in leading and managing the full site team when required

H&S Compliance

Support the General Manager in ensuring full compliance with all Health & Safety (H&S) and statutory obligations on site

Lead day-to-day H&S management, maintaining accurate records of documentation, contractor RAMS, and compliance checks

Act as Fire Warden or Responsible Person in line with site protocols and training

Assist with Fire Strategy implementation and ensure adherence to agreed protocol

Coordinate supplier and contractor compliance, ensuring all RAMS/CHIPs meet CDM and statutory requirements before work commences

Support risk assessment processes, including completion and sign-off of Fire Risk Assessments (FRAs) and H&S inspections

Liaise with the Fire Service and statutory bodies to support inspections, strategy updates, and maintain compliance

Manage and report all on-site accidents, incidents, and near misses, ensuring appropriate follow-up and learning

Building Operations

Support the General Manager in overseeing all on-site operations and service delivery, ensuring a consistent, high-quality resident experience

Conduct regular daily walk-rounds to monitor presentation, quality, and maintenance standards, taking prompt action to address any issues

Manage day-to-day operational delivery, including building presentation, cleanliness, and service performance

Oversee contractor and supplier performance against agreed SLAs, addressing service failures and supporting continuous improvement

Coordinate procurement and delivery of services in line with support office strategies and approved processes

Undertake quality control spot checks, identifying training or performance improvement needs for both teams and suppliers

Support insurance claim handling, liaising with loss adjustors, contractors, and relevant third parties

Participate in out-of-hours emergency response and escalation as part of the duty management rota

Marketing and Leasing

Support the General Manager in delivering marketing and leasing strategies to achieve occupancy, income, and revenue targets

Assist in implementing initiatives to minimise void periods and maximise rental performance

Conduct viewings and guide prospective residents through the leasing journey, ensuring a seamless and positive experience

Maintain up-to-date knowledge of the local market, competitor developments, rent levels, and emerging trends, sharing insights with the on-site team and support office

Ensure all apartments, show homes, and communal areas are always presented to brand standards

Oversee quality control of apartments, focusing on resident handovers and end-of-tenancy (EOT) turnarounds

Support management of digital platforms, including resident portal, website, and app, ensuring accurate content, service updates, and promotions

Promote and articulate the development's value proposition to residents, stakeholders, and team members

Financial and Reporting

Support the General Manager in managing and monitoring site budgets, ensuring expenditure aligns with approved targets and KPIs

Contribute to the annual budget-setting process, including tendering, cost analysis, and forecasting activities

Identify and implement opportunities for cost efficiencies, budget savings, and value-add initiatives

Assist in developing and delivering strategies to enhance income streams in collaboration with Support Office teams

Support invoicing, expenditure tracking, and financial reporting to ensure accurate and timely data submission

Contribute to regular asset performance reports and financial reviews

Support debt recovery and rent collection processes in partnership with central finance teams, including attendance at court hearings where required

Additional Considerations / Skills for the Role

Proven experience in residential property management (Build to Rent, PBSA, or hospitality preferred)

Excellent communication and interpersonal skills, with a customer-focused and empathetic approach to residents' needs

Confident decision-maker with the ability to act autonomously.

Organised with attention to detail, analytical thinking, and problem-solving capability

Proactive, dependable, and service-oriented, with a professional and well-presented approach

Comfortable working in a fast-paced environment with competing priorities

Health & Safety

Moda expect all staff to maintain a positive attitude to health and safety in carrying out all responsibilities and to cooperate with businesses Health & Safety Policy and Health & Safety Manual.

Corporate Social/Environmental Responsibility

Ethical social and environmental standards within the workplace are essential to ensure that we satisfy the business objectives in a fair and reasonable manner. To constantly improve our reputation in the marketplace, there is an expectation that you will take your responsibilities both internally and externally.

Equal Opportunities

Moda is committed to providing a non-discriminatory and harassment free working environment for all its employees. All staff are expected to have due regard for those policies when carrying out their duties.

Job Type: Full-time

Pay: 32,000.00-35,000.00 per year

Benefits:

Company events Company pension On-site gym Paid volunteer time
Work Location: In person