Summary
We have a great opportunity for a Customer Service Associate to join our team and help to shape ’The Store House by Enclave Student’, our market leading, PBSA development in Leeds.
We’re looking for someone with positivity and commitment. Experience is a plus, but we offer full training- attitude is the most important thing. With 369 apartments, this isn’t a role for the faint-hearted, but it is unique opportunity to be part of something record-breaking!
Working 12 hours per day, on a 4-on, 4-off shift pattern as set by the Management Team (may be subject to change).
Key Responsibilities
Customer service and team;
*Contribute to a comprehensive front of house team, anticipating and exceeding customer expectations.
*Prioritise customer service, alongside a happy, motivated and ambitious team that’s task-driven and results-orientated.
*Handle complaints with empathy, and praise with modesty (We’ve got procedures to support both!)
Operational;
*Complete administrative tasks such as logging maintenance requests, filing, tenancy management and monitoring the email inbox.
*Take the lead on resident engagement, including the event program.
*Support the Management Team in managing the estate.
*Assist in the management of resident tenancies, including AST creation, leading on the move-in/out processes, and ensuring compliance.
*Shape and deliver resident experience objectives and targets, utilizing the Enclave Standard Operating Procedures.
*Chase outstanding rent arrears in line with policy.
*Build relationships with senior team members, stakeholders, and clients across the business.
*Keep up to date with changes in technology, processes and standards within the industry, including local knowledge of recreation and retail.
*Offer suggestions to improve operational performance.
*Be part of the on-call rota as and when required.
*Be flexible, and hands on. Get stuck in!
Leasing;
*Be responsible for touring and leasing, maximising occupancy and revenue.
*Drive performance and standards within the team, ensuring consistent follow-ups on leads to achieve conversion rate in line with KPIs.
*Take the lead in achieving occupancy targets and development KPIs, including driving average rent rates and management reporting.
*Ensure all tours are conducted to a high standard and driven towards achieving a conversion.
*Lead on the management of resident tenancies, including AST creation, leading on the move-in/out processes, and ensuring compliance.
*Handle enquiries professionally, with an emphasis on customer service.
*Work alongside external leasing agents, building positive relationships and increasing sales.
*Provide competitor analysis, including undertaking mystery shops of nearby developments.
*Support the marketing team with information and ideas based on activity, trends and resident or enquiry feedback.
*Handle resident tenancy renewals, striving to deliver against occupancy and revenue KPI’s.
*Be part of a comprehensive leasing team, alongside our Resident, Facilities and Management teams.
*Complete relevant administrative tasks as required, including processing referencing details, ensuring information is correct on tenancy agreements, and handling tenancy and resident information.
We’d also expect the Customer Service Associate to extend their duties to other tasks, commensurate with the role.
Who We’re Looking For
We’re looking for a talented, committed and flexible person to join our team. The person we’re seeking will ideally be well educated, although this is not a requirement.
They will use their experience to contribute to the team, by driving to maintain revenue, strive for high-occupancy and offer outstanding customer service.
We’re results-driven, and we’re looking for dependable and dedicated people who see the bigger picture, while loving the detail.
Why Outpost (Branded as Enclave)
We’re new, and we’re determined to do things right. You’ll love us because of our culture, creativity, and communication. We’re innovative, and we’re learning as we grow.
We’re looking for people who thrive off of the rewards that hard work brings, to grow with us, and help shape us. With a significant pipeline we can offer ambitious, talented people an opportunity for growth.