Quintain Overview:
Quintain is an award-winning mixed-use property developer in the UK and most famous for Wembley Park, one of Europe’s largest and most exciting transformation projects where we have already delivered thousands of homes, shops, offices, restaurants, hotels and cultural venues as well as supporting a growing community of residents and workers.
This world-famous north west London neighbourhood will be the UK’s largest single site of Build to Rent homes, with over 6,000 apartments to be operated by Quintain Living by 2027. Our team already has over 3,650 exceptional Build to Rent homes within its portfolio across ten unique developments. The benefits of renting with Quintain Living includes no deposits or fees, utilities set up and ready to go, lifestyle-led amenity spaces, flexible leases, app-based tenancy management, resident events and a 24-hour service.
At Quintain we operate in accordance with our five company values: Creative, People-First, Pioneering, Sustainable and Proud and the associated behaviours foster a sense of respect, awareness and belonging across the business.
Job Purpose:
The Operations Support Associate is responsible for supporting the Resident and Leasing teams with operations focusing on high priority areas as required in order to ensure the smooth operation of the business whilst providing an optimal customer experience from pre-move-in activities, all the way through to move-out. The role will be exciting, fast paced and varied in regard to day to day location and duties, giving the candidate broad experience across many functions allowing them to step in to support with holiday cover, open positions cover, special project focus during peak season such as Tenancy Co-ordination and other resident on-boarding administration tasks. There will not be an assigned office and the role will require movement between residential building locations and the Quintain Living Hub, all located across Wembley Park. This role will also involve managing the resolution of all reported Cases from residents
Key Accountabilities:
Customer Service and Team
* Ensure full knowledge of apartment and communal area systems and operation in order to deliver customer service in line with Quintain Living standards.
* Assist the Events team when needed, to set up and present customer social events & activities.
* Work closely with 3rd party suppliers/ in-house departments (i.e. Night concierge, Leasing) supporting the Resident Manager deal with resident requests in line with departmental deadlines escalating more complex customer issues to the Resident Manager as necessary.
* Delivering great customer service while adapting to customer/resident feedback to ensure we consistently strive to deliver on Quintain Living resident engagement and satisfaction targets.
* Support the pre-move-in administration processes to drive new business conversion.
* When required, work within the team to support the business plan lease up goal, time scales and revenue targets whilst ensuring a good knowledge of occupancy and void periods.
* When required, tour potential customers around our buildings, actively promoting the benefits of living with us at Wembley Park.
* When required, support team and take incoming sales related calls and activity work current lead pipeline via calls or emails.
* When required, negotiate appropriately and close potential customers to live with us whilst working within the businesses promotional guidelines.
* Promote and sell additional revenue generating services such as parking, storage facilities, lounge hire etc. at every opportunity.
Commercial
* Drive and promote ancillary revenue in line with Quintain Living Targets (i.e. storage pods, Social space hires etc.).
* Network and regularly interact with customers to build customer relations and confidence in order to aid customer renewals and generate referrals.
* Continually work with your Resident Manager to implement cost and time efficiencies to deliver on your P&L targets.
Operational/ Compliance
* Ensure cases received are acknowledged, actioned and closed out within agreed SLA.
* Support Resident Manager to collate data for weekly / monthly reports as required by the Operations Manager.
* Carry out daily inspections of development to ensure they are to Quintain Living standards and support with required health and safety compliance.
* Ensure that all move in’s & move outs are co-ordinated with the relevant Quintain Living function and third parties.
* Enable all specialist contractors/ 3rd party company access to buildings as required in line with departmental procedures.
* Carry out weekly inspections to ensure apartments are always lease ready.
* Complete all salesforce activities related to the customer/ resident journey in line with the operational SOP’s.
H&S
* Ensure all matters relating to H&S compliance are adhered to and reported where required, including statutory checks as directed by the Resident Manager.
General Accountabilities:
* Undertake additional relevant duties which fall under the general scope of the role, as directed by your Manager, raising any issues with capacity so they can be properly managed.
* Participate in the full year and half year Performance Development Review process as reviewer and reviewee, meeting the standards and timescales required by the Company.
* At all times ensure that your understanding and skill level regarding the Company’s IT systems are up to date, as applicable to your role. Undertake IT training as required to ensure full and proper use of the available technology.
* Demonstrate commitment to and align actions with the Company’s values: Creative, People-First, Pioneering, Sustainable and Proud.
* Work within the Company’s policies and procedures, governance framework and standards, as detailed on the Company’s intranet.
* Remain knowledgeable about Group activities, benefiting from all forms of internal communication provided and acting as a positive ambassador for the Company at all times.
* Use materials and resources effectively and efficiently to minimise waste and always consider the impact of potential actions alongside our Sustainability policies and goals before taking business decisions.
Qualifications/Experience/Skills:
* ARLA /AIRPM qualifications or similar – desirable but not essential.
* IT literate with CRM software and Excel experience.
* Excellent communication and people skills.
* Experience in customer facing roles essential, ideally from hotel, retail, student accommodation or residential sectors.
In principle, hours of work are 37.5 hours per week, working five days per week between Monday and Sunday. Daily working hours are 7.5 hours per day. The rota start time and finish time will vary between the office hours of 8am and 8pm.
Please note that working hours may vary due to business demands and availability to assist in resolving problems with customers outside of normal working hours may be required, especially by telephone.
#J-18808-Ljbffr