Role Overview
Role: Resident Experience Associate
Reporting to: Community Manager
Working Pattern: 4 days on 4 days off
Property: Cortland at Colliers Yard, Salford
Amenities: Lounges, Dining, Meeting Rooms, Gym, etc.
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 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.
Role Responsibilities
As Resident Experience Associate (REA), you will help the Community Manager oversee the operation of a multimillion-pound, build-to-rent development. You will be the face of our brand and responsible for creating a community within the building by providing an unparalleled level of customer service. Key responsibilities include:
1. The Problem Solver
o Always ready to take charge and find solutions no matter how challenging the issue.
o Able to multitask; one minute you are processing a prospect’s application and the next you are dealing with a call about excessive noise or a maintenance repair.
o Dynamic approach to problem-solving, well organized, and ability to work well under pressure.
o Proactive listener able to provide appropriate feedback and action any reasonable requests that may arise.
2. The Rule Enforcer
o Go above and beyond for the residents but understand that rules are made for a reason and feel comfortable laying down the law when necessary.
o Handle difficult tasks with empathy but never shy away from a challenge.
o Understand building legislation and procedures to ensure residents and associates are kept safe and secure at all times.
o Complete regular onsite testing protocols and ensure these are accurately recorded for compliance.
3. The Tour Guide
o Discover future residents’ needs, show them around your community’s amenity areas, and highlight all the benefits that will make them want to call your community home.
o Highlight your development’s unique features and benefits and what sets it apart from the competition.
o Create added value by anticipating needs and addressing living concerns customers haven’t even thought about yet.
The Impact You Can Make
* Residents are so happy in your community they will have no reason to leave!
* Associates, vendors, and residents always have the information they need because of your exceptional communication skills.
* You thrive in the fast-paced, challenging day-to-day life of your community, where you are accountable for the success of your development’s performance.
* The General Manager is so confident in your ability that they can relax knowing that you have everything under control outside of the traditional 9-5.
* You are highly motivated and know that people can always turn to you for inspiration on how to find solutions to any problem that arises.
Your Building Blocks of Success
* Excellent customer relations skills and plenty of energy and enthusiasm.
* Health and Safety conscious, and understand your role is key in keeping yourself and your residents safe.
* Communicate effectively with residents, vendors, and associates.
* Resourceful problem solver always up to the challenge.
* Highly organized with the ability to prioritize effectively and multi-task.
* Impeccable record-keeping and reporting skills.
* Tech savvy and computer literate.
The Cortland Difference
At Cortland, we create, reimagine, and manage apartment communities for residents in the US and 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.
Cortland is an equal opportunities employer, and we’re proud to support and celebrate diversity in the workplace.
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