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 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 you 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.

Overview of role

MAIN RESPONSIBILITIES

Follow up new leads, register and understand customer's rental requirements & match this to an available apartment

Arrange viewings for customers and provide a first-class customer experience tour engaging the client in all aspects of what the development has to offer

Increase revenue through alternative investment streams, parking and facility hire

Work closely with the Lettings Manger to report on market trends, customer service reports and headline rent prices

Follow up on all applications and the vetting process

Work closely and collaboratively with the other on-site teams to ensure a seamless delivery of customer experience

Actively drive sales and retention of residents through customer service and effective negotiation of tenancy renewals

Reply to resident queries and meet all response time SLAs. To interact with customers via telephone, email, live chat or instant message. Delivering first class customer service

Provide informed and accurate information to residents. Using social platforms such as The My Moda app to promote new updates and events

Be aware of amenity T&C's

Actively engage with the team and feel confident to put forward suggestions and ideas

FINANCIAL AND REPORTING

Ensure receipt of initial rent payments and any required funds prior to move in

Facilitate the set-up of monthly payments

Identify and deliver opportunities for additional revenue through upselling of services and apartments y for manager reporting and use

Use of all systems to provide accurate records of customer information

Ensure accurate recording of customer processing information, ensure customer feedback is recorded for management reporting and use

Manage and meet agreed KPI's as set by the Leasing Manager

Identify opportunities for additional or enhanced income streams and develop strategies with head office

Identify opportunities for cost efficiencies, budget saving and added value

Use of Spike or other database and systems to support accurate resident record as required

Coordinating inventory production

Ensure receipt of initial rent payments and any required funds prior to move in

Facilitate the set-up of monthly payments

Identify and deliver opportunities for additional revenue through upselling of services and apartments for manager reporting and use

Use of all systems to provide accurate records of customer information

Ensure accurate recording of customer processing information, ensure customer feedback is recorded for management reporting and use

MARKETING AND LEASING

Acknowledge and follow up all initial customer enquiries

Provide effective viewing booking support and follow up

Gather detailed customer feedback from viewings and report back to the Leasing Manager to drive customer experience

Manage tenancy applications from let agreed through to move in

Referencing progression including liaison with referencing provider and applicants

Management of guarantor requirements and referencing

Creation of tenancy documentation including AST and system set up

Prepare electronic move in packs including issuing of tenancy and supporting documents

Renewal negotiation and progression with tenants, including preparation of documents

Coordinating end of tenancies including booking check outs and ensuring re letting

Notifying broadband and utility suppliers of new and ending tenancies for resident set up

Coordinating inventory production and sign off - working closely with the Leasing Manager

Escalate any end of tenancy charge disputes to the leasing manager

EXPERIENCE

Previous experience in residential property (hospitality or private rental sector preferred)

Excellent customer relations skills, a sense of humour and plenty of energy and enthusiasm

Must be pro-active and able to use initiative to enhance the reputation of the building

Professional presentation, confident and outgoing in nature

Well organised, ability to problem solve and works under pressure with great decision-making skills

Able to demonstrate an organised and professional approach and ability to priorities

Experience of working to targets

KNOWLEDGE, ATTITUDE AND SKILLS

Excellent analytical skills

Excellent communication skills

Proactive and dynamic, taking ownership of all of core duties.

Strong verbal and written communication skills.

Accuracy and attention to detail.

Have a great understanding of the city, it's people, culture and social scene. Use this knowledge to promote areas and places of interest to our residents

Experience in Residential Lettings or a customer service driven role

Knowledge and understanding of the Build to Rent market and key differences to residential lettings

Deliver first class customer service and resident engagement

First point of contact for leasing administration enquiries

Consistently deliver the Moda service standard to residents and all visitors to the building

Communicate in line with brand values

Supporting viewings and enquiries for leasing and management

Reception cover for breaks and illness

Escalate any end of tenancy charge disputes to the leasing manager

Be a strong team player and support all other colleagues when required

Actively engage with the team and feel confident to put forward suggestions and ideas

A strong knowledge of lettings and tenancy processes is essential to deliver an exceptional experience for all our customers and residents

Flexible working hours

Well-groomed and of smart appearance

Good level of computer literacy using Microsoft Word, Excel and Outlook

Innovative and pro-active

Ability to handle multiple tasks, to work well under pressure

With training, able to use other systems and software packages

Flexible and cooperative at all times

Understanding the importance of achieving deadlines and ensuring quality output

Use initiative and take responsibility for providing solutions

To ensure confidentiality and security of all business, client and customer documentation/ information

HEALTH & SAFTEY

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.

RISK MANAGEMENT

The management of risk is the responsibility of everybody who works at Moda. You should familiarise yourself with and follow the Planning Policy and Risk Management Procedures and as explained in the businesses induction session.

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 seriously both internally and externally.

CUSTOMER CARE

It is essential to provide the highest standard of service at all times when dealing with clients and colleagues. Moda promotes putting the customer at the heart of everything we do. You should promote Best Practice, adhere to and promote the businesses core values and have respect for colleagues and clients.

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

OUR VISION& VALUES

CREATING DYNAMIC HOMES & INSPIRED TEAMS, THAT DELIVER EXCEPTIONAL EXPERIENCES TO OUR COMMUNITIES.

INTEGRITY

We will demand the highest degree of integrity for both our residents and ambassadors, recognition of openness and honesty that deliver an overall Integrity value are intrinsic to our success.

COMMITMENT

Expectations of commitment from our ambassadors/board, and all our stakeholders. This will drive our business both financially and ethically to set a clear bedrock to a successful business.

LOYALTY

We will provide loyalty with all our interactions to both our residents and ambassadors, delivering a relationship experience that provides our business longevity and certainty.

Job Type: Full-time

Pay: 25,440.00-26,712.00 per year

Additional pay:

Bonus scheme Commission pay
Benefits:

Casual dress Company events Company pension Employee discount On-site gym Referral programme
Schedule:

8 hour shift Monday to Friday Weekend availability
Experience:

Sales: 1 year (required) Lettings/Leasing: 2 years (required)
Work Location: In person

Reference ID: 6FTLAAGWP0824