Operations Support Associate - Wembley

PMR are seeking an experienced Operations Support Associate for a Build to Rent development in Wembley. They will be 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. This role will be exciting, fast paced and varied in regard to day-to-day location and duties, giving broad experience across many functions.

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 company 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 Manager to deal with resident requests in line with departmental deadlines escalating more complex customer issues to the Manager as necessary
• Delivering great customer service while adapting to customer/resident feedback to ensure we consistently strive to deliver on company 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
• 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 business' 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 company targets
• 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 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 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 company standards and support with required health and safety compliance.
• Ensure that all move in's & move outs are co-ordinated with the relevant company 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 Manager

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.