MAIN RESPONSIBILITIES
1. Deliver first class customer service and resident engagement
2. Consistently deliver the Moda service standard to residents and all visitors to the building
3. Reply to resident queries and meet all response times
4. Provide informed and accurate information to residents either face to face or via the telephone
5. Be the second point of contact for enquiry receipt & initial acknowledgement, then carry out enquiry progression/follow up
6. Take room enquiries/viewings, gathering the necessary information to support leasing
7. Parcel management (taking, issuing parcels, and managing app notifications)
8. Promote resident events and engagement strategies e.g. surveys
9. Communicate in line with brand values
10. Support the delivery of ‘surprise and delight’ events on site
11. Establish and maintain relationships with the residents to best understand their needs
12. Follow and utilise the complaints procedure
13. Manage residents move out - re/de programming of fobs, collection of post box key etc.
14. Emergency or incident escalation
15. Report any identified H&S matters to FM/GM
JOB DESCRIPTION
1. Maintain a key record for front desk sign out
2. Access control programming
3. Fire Marshall or evacuation management support
4. Signing suppliers/contractors/third party visitors in and out of front of house
5. Ensuring the security of the building at all times
6. Report any maintenance issues identified in the building/apartments/common parts
7. Keep residents updated on all maintenance items reported
8. Liaison with FM teams
9. Support marketing and lease up including viewings if required
10. Be aware of amenity T&C's
11. Assist with the organization of on-site events
12. Push and promote events via The My Moda App and on social media
13. Good knowledge of local attractions and destinations (further training on this will also be provided)
14. Ad hoc administrative tasks
15. Support the REM
16. CCTV monitoring
EXPERIENCE
1. Previous experience in residential property (hospitality or private rental sector preferred)
2. Excellent customer relations skills, a sense of humour and plenty of energy and enthusiasm
3. Pro-active and able to use initiative to enhance the reputation of the building
4. Professional presentation, confident and outgoing in nature
5. Well organised, ability to problem solve and works under pressure with great decision-making skills
6. Able to demonstrate an organised and professional approach and ability to prioritise
7. Previous handling of sensitive information and compliance with GDPR
KNOWLEDGE, ATTITUDE AND SKILLS
1. Excellent analytical skills
2. Excellent interpersonal skills
3. Proactive and dynamic, taking ownership of all core duties
4. Strong verbal and written communication skills
5. Accuracy and attention to detail
6. Experience of working to targets
7. A great team player who takes ownership and responsibility
8. A logical thinker who can spot errors and resolve issues
9. Acts with integrity and professionalism
10. Flexible working hours
11. Excellent communication skills displaying sensitivities to and understanding of residents’ needs
12. Well-groomed and of smart appearance
13. Flexibility and adaptability
14. Good level of computer literacy using Microsoft Word, Excel and Outlook
15. Innovative and pro-active
16. Ability to handle multiple tasks
17. With training, able to use other systems and software packages
18. Flexible and cooperative at all times
19. Understanding the importance of achieving deadlines and ensuring quality output
20. Use initiative and take responsibility for providing solutions
21. Ensure confidentiality and security of all business, client and customer documentation/information
22. Problem solving and well organised
23. Ability to work well under pressure
Note: This job description is not intended to be all-inclusive. The employee may perform other related duties as negotiated to meet the ongoing needs of the organization.
Job Types: Full-time, Permanent
Pay: £23,500.00-£24,000.00 per year
Additional pay:
* Yearly bonus
Benefits:
* Company pension
* Cycle to work scheme
* On-site gym
Schedule:
* Day shift
* Every weekend
Work Location: In person
Reference ID: DRAHOV
Expected start date: 01/11/2024
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