Job Description

ROLE OVERVIEW

Job Title:

Resident Experience Manager

Location:

Cortland at Colliers Yard

Responsible to:

Community Manager

Responsible for:

Resident Experience Associates

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 US Build-to-Rent (BTR), 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.

With developments across the UK in cities like Watford, Manchester, and Birmingham, we are dedicated to delivering better living on every level.

We are looking for above and beyond 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.

JOB PURPOSE

The Resident Experience Manager will be responsible for the applicant and resident working as an integral part of the site team; to jointly deliver the objectives of increasing rental income, improving asset performance and delivering a high standard of service to applicants and residents.

ROLE RESPONSIBILITIES

Key Accountabilities

Ensuring that conversion rates at all stages of the customer journey hit the pre-set targets

Hitting pre-set targets for rents achieved, occupancy, rental uplifts, other revenue income etc and achieving or exceeding the financial key performance indicators as set out in the objectives for the role

Ensuring that through the application and viewing experience all customers receive the relevant information on Cortland, the building, the apartments and their amenities highlighting unique selling points

Running a portfolio which is compliant in terms of landlord and tenant, health & safety and any other relevant legislation

Keeping the building and apartments well-maintained

Endeavouring to rectify breaches by residents or resident complaints before they escalate

Preparing relevant statistics for weekly/monthly reporting

Acting as an Ambassador for Cortland with local communities, businesses and stakeholders

Meeting or exceeding customer satisfaction targets

Ensuring residents are dealt with in a respectful, fair and transparent manner with the aim of exceeding their expectations

Working within the Company's policies and procedures, governance framework and standards, as detailed on the Company's intranet

Ensuring that through any action or in-action Cortland is not exposed to legal prosecutions or sanctions or that their reputation is negatively compromised in any way

Attending regular meetings with other Cortland departments to share knowledge and best practices

For ensuring own continuing professional development

Key Responsibilities

To attend weekly/daily team meetings to ensure responsibilities are allocated, milestones agreed and there is efficient use of resources

To prepare performance statistics for the Community Manager as well as adhering to any budgets, revenue targets etc that have been agreed

To understand the wants and needs of applicants and residents in order to proactively meet their requirements

Contributing to mystery shopping initiatives

To negotiate and close deals

To keep bad debts and arrears below the company standard

To engage with residents regarding the negotiation of rent increases

To be the first port of call for residents with leasing, maintenance or other queries that may arise

To issue and monitor the progress of Work Orders

To manage pro-active and reactive maintenance

To ensure Yardi is kept up to date and is accurate at all times

To carry out regular inspections of the buildings and apartments to ensure safety, cleanliness and any tenancy breaches.

To organise assessment of damages at the end of a tenancy and approve release of deposits

To ensure that turn-around of properties hits the company standard

To organise and attend social events for prospective and current residents

To gather resident feedback through surveys & polls.

To liaise with the Leasing Team to ensure all applicants re properly qualified, pass credit referencing criteria and provide evidence of Right to Rent before execution of documents

Assist with onboarding new resident: welcome tours, move-in coordination, and documentation.

From time to time to carry out any other activities as required by the business

Monitor performance from third party contractors and suppliers.

Manage resident communication channels (CRM, emails and noticeboards)

Help occupancy by improving online ads, updating promotions, and trying new marketing ideas.

Improve our online reputation by increasing review scores on platforms like Home views and google.

YOUR BUILDING BLOCKS OF SUCCESS

Key Relationships

Community Manager

Leasing Team

Head of Customer Experience, Revenue & Compliance

Experience/Skills

Relevant experience at similar level required

Strong interpersonal skills

History of working in customer experience roles

IT literate - training will be provided on relevant systems

Qualifications

Relevant TPI or ARLA Propertymark Qualification - Level 2 (or working towards)

Personal Attributes

Empathy - The ability to understand the lived experience of the resident Negotiation Skills - The ability to find solutions so all parties are happy with the final outcome Communication - Ability to listen, share feedback and communicate clearly and concisely Organisation - To have the skills to handle multiple deadlines simultaneously A positive mindset - Adaptable and receptive to change in a rapidly evolving environment Flexibility - The ability and willingness to help and support other on-site team members should the need arise

Performance Measures

Occupancy Targets Maintenance Targets Levels of customer satisfaction

THE CORTLAND DIFFERENCE

At Cortland, we create, reimagine, and manage apartment communities for residents in the US and UK. Headquartered in Atlanta, GA, we have communities and regional offices across the US and in the UK. We cover the apartment living experience from concept to completion, including investment management, design, build, and operations - all while remaining entirely focused on delivering resident-centric, hospitality-driven service.

Our success is fuelled by our belief in a better life where hospitality is always a given, each detail is worth a second thought, and every open door is a new opportunity to go beyond expectations. We come to work every day to create possibilities for people - possibilities that translate into exceptional living spaces and experiences designed to inspire our residents, associates, and investors to live a better life focused on what matters most to them.

Cortland is an equal opportunities employer, and we're proud to support and celebrate diversity in the workplace.

Job Type: Full-time

Pay: 30,000.00-35,000.00 per year

Work Location: In person