Customer Service & Leasing Professional - Marylebone

We are seeking an experienced professional as one of two key people to be responsible for the day-to-day running of our client's high end serviced apartment development in Marylebone, covering everything from an operational side. Your objective will be to achieve occupancy, revenue, and resident retention goals by performing all activities related to leasing and management. This role will also support the on-site cleaning function, maintenance and repairs. Exceptional service delivery and community engagement initiatives are key to the success of this asset. This role will be on a rota, 5 days out of 6 - you will be expected to work on an alternative weekly shift pattern between 07:00 - 3pm & 2pm to 10pm.

Responsibilities:

• Perform all leasing activities to achieve the revenue and occupancy goals by greeting and qualifying prospective residents, conducting viewings of showing apartments, processing applications, preparing the lease and move-in package, and ensuring a smooth resident move-in and signing process.
• Monitor and analyse current market and competitor conditions that may impact our occupancy and sales results.
• Placing and controlling all online marketing through the development's dedicated website, along with portals such as Rightmove and Zoopla. Ensuring professional photos are used along with the correct floor plan and 'Matterport' style virtual tours and EPC for each advertisement.
• Managing the dedicated social media accounts related to this community
• Completing appropriate Right-to-Rent and immigration checks and ensuring all documents provided are certified in line with Government issued code of practices. Ensuring deposits are registered with the relevant protected schemes within the necessary timeframe.
• To ensure customer information is handled in line with the General Data Protection Regulation (GDPR) legislation and in line with company GDPR policy.
• Uses the on-site management software to track apartment availability, record traffic and leasing activities, manage resident and future resident's data, and capture critical demographic and other information about existing and future residents.
• Ensure that the community meets company standards by inspecting the leasing route and show apartments, ensuring physically appealing show apartments and amenities, maintain and uphold a high standard of the communal areas by conducting routine inspections and assisting with preparation of the leasing office for daily activities.
• Deliver an exceptional experience to every person, beginning with an unmatched first impression and building rapport with other team members, visitors, investor and clients, and both prospective and current residents
• Hosting weekly and seasonal community events on site
• Interaction with the sales team to drive corporate bookings into the asset
• Follows-up with both future and new residents to ensure satisfaction by personalising thank-you notes, and cards or making telephone calls to finalise decisions to lease and/or renew.
• Executes activities in support of the community's lease renewal program by preparing lease renewal letters and packages for residents, meeting with and contacting renewing residents in advance of term expiry dates, and ensuring that lease renewal documents are signed and implemented on time.
• Responds quickly and courteously to resident concerns and questions, and take prompt action to solve problems and/or document and convey resident or other requests to the appropriate individual.
• Follows established policies and procedures by monitoring and ensuring compliance with regulatory requirements, organisational standards, and operational processes related to area of responsibility and reporting violations or infractions to appropriate individual.
• Follows health & safety procedures and policies in accordance with company, community, and departmental policies & procedures
• Completes various accounting, financial, administrative reports.
• Identifies areas for improvement and offers suggestions and recommendations to optimise efficiency and productivity and crucially, how to maximise customer satisfaction.
• Management of complaints/problems/issues arising from Residents, ensuring that all complaints are dealt with quickly. This requires strong and efficient communication skills, maturity, an abundance of common sense and the ability to stay calm in a crisis.
• Keeps abreast of current changes in technology, processes, and standards within the industry and area of responsibility by attending internal and external training classes, research and/or subscribing to the internet or other professional publications, or utilising other appropriate methods to obtain business and professional information, and applying knowledge and practices to the areas of responsibility
• Ability to keep sensitive information highly confidential at all times

Candidate Profile:

The candidate must have a can-do approach, be well organised and confidence. You will be provided with a uniform and you will be reinforcing the brand image that has been carefully and thoughtfully curated for the development, a brand that stands for discreet, high quality customer service and satisfaction in a homely environment

We would expect the candidate to have the following characteristics:

• Customer service background preferable and ideally in the build-to-rent or hospitality sector
• Excellent communication skills: both verbal and written.
• Good interpersonal skills
• Good numerate skills.
• High energy, self-motivator, and a team player.
• IT skills including MS Word, Excel & Outlook
• Proven experience in leasing, sales or marketing that demonstrates customer service background.
• Proficiency in executing sales skills such as lead generation through to leasing and closing,
• Able to innovate and a flexible approach.
• Proficiency in management of social media account