Job Description

Moda is creating the UK's leading lifestyle experience brand by delivering and operating next generation neighborhoods 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 your goals and to deliver at every level for our residents. Service is at the heart of what we do, and we instinctively go the extra mile.

Overview of role

MAIN RESPONSIBILITIES

Deliver first class customer service and resident engagement

Manage working relationships with suppliers and contractors

Provide informed and accurate information to residents

Coordinate the preparation of amenities for resident events

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

Respond to resident enquiries (meeting all agreed KPIs)

Regularly review customer satisfaction

Communicate in line with brand values

MARKETING AND LEASING

Support all marketing and leasing initiatives on site

Ensure void periods are minimised by prompt turn-around of apartments following end of tenancy

Provide feedback on suggestions for improvements to reduce voids

Support inventory and check out inspections

Propose marketing material to encourage residents to report maintenance and utilise services (cleaning, maintenance)

H&S COMPLIANCE

Support completion of annual risk assessments in conjunction with the Group FM and H&S Manager

Report all H&S and security issues or concerns to the GM & work with to form resolutions

Review & monitor all suppliers on site following RAMs where required and comply with H&S and CDM/statutory requirements as per contractor management procedures

Risk assessment monitoring: including FRA, H&S, Water and site based activities

Responsible for safe on-site storage of maintenance supplies & materials and stock control

Conduct inspections and audits; regularly inspecting equipment, machinery, and facilities to identify maintenance needs, hazards, and compliance with regulations

Promote a safe working environment

FINANCIAL AND REPORTING

To coordinate/close reactive jobs in a timely manner

Maintain accurate H&S records and reports

Manage and reduce OpEx operation costs, including approval and query of invoices

Support in providing costs and supporting evidence for end of tenancy recharge claims

Compare costs for various services and goods

Maintenance and updating of operating systems

Standard operating procedures & customer satisfaction reporting as required to support business plan

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

MAINTENANCE

Allocation of job sheets for maintenance technicians and priorotising, assisting with tasks as required whilst communication to residents accordingly and updating GM on the progress of jobs

Supervising maintenance staff, leading technicians providing support and guidance as required

Report escalation of planned maintenance to head office teams

Update systems to track works effectively and produce and share reports where required

Weekly/monthly/quarterly PPM testing

Maintain accurate PPM records for inspection

Support apartment maintenance inspections and repairs

Record accurate labour and material costs for end of tenancy maintenance

Coordinate the preparation of amenities for resident events

Planning and scheduling maintenance activities, developing maintenance plans, setting schedules and coordinating resource to ensure timely completion of maintenance tasks

Manage maintenance budgets

BUILDING OPERATIONS

Detailed knowledge of the building and apartments

Daily development walk around (am/pm)

Submitting material and supply requests to General Manager for review of procurement

Support General Manager in procurement of contractors and suppliers

Manage the day-to-day relationships with PPM service providers

Emergency or incident escalation

Processing reactive maintenance work orders, follow up and regularly review customer satisfaction

Communicate in line with brand values

Coordinate all statutory compliance on site

Undertake and record all building common part safety checks/testing incl emergency lighting, fire alarm, AOVs

Attend out of hours emergencies if required

Furniture delivery and stock check recording (per apartment)

Ability to handle multiple tasks

With training, able to use other systems and software packages

Flexible and cooperative at all times

KNOWLEDGE, ATTITUDE AND SKILLS

Excellent analytical skills

Excellent interpersonal skills

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

Strong verbal and written communication skills.

Accuracy and attention to detail.

Experience of working to targets

A great team player who takes ownership and responsibility

A logical thinker who can spot errors and resolve issues

Acts with integrity and professionalism

Flexible working hours

Excellent communication skills displaying sensitivities to and understanding of residents' needs

Well-groomed and of smart appearance

Flexibility and adaptability

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

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

Problem solving and well organised

Ability to work well under pressure

Proactive and dynamic, taking ownership of all of core duties

Strong verbal and written communication skills

Attention to detail

HEALTH & SAFTEY

Moda expects 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 always provide the highest standard of service 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 business's 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 Types: Full-time, Permanent

Pay: 38,000.00-42,500.00 per year

Benefits:

Company events Health & wellbeing programme On-site gym
Work Location: In person

Application deadline: 30/09/2025