Resident Experience Manager

Resident Experience Coordinator

Manchester

Salary: £35,000

An exciting new opportunity has arisen to manage a brand-new team of Resident Relationships Coordinators in their Central Manchester office.

You will be responsible for a team of 3, managing a portfolio that spreads across the whole of the UK. Previous experience in Lettings is needed, as well as managerial experience within the Property sector.

Key Responsibilities

• Streamlining a brand-new team of coordinators, implementing procedures to maximise customer satisfaction as well as motivating your team to do the same.

• Provide guidance and support to your team members, motivating your team to meet and exceed team and individual objectives, and encourage their learning and development

• With support from the Tenancy Coordinator, drive lead conversion rates, effectively converting inquiries into viewings, maintaining high levels of occupancy and a pipeline of prospective residents

• Implement initiatives to support resident engagement and retention

• Implement quality control processes and procedures to measure efficiency and success rate of responses and actions, ensuring delivery of exceptional customer service

• Investigate and problem solve escalated or complex resident queries or concerns

• Collate reports for the Senior Management Team, highlighting key resident experience trends and insights, as well as tenancy progression reports

• Contribute to the ongoing development and improvement of company policies and procedures

• Support the senior management team with company-wide projects, and provide team cover when required

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Experience and Qualifications

• Previous experience at a supervisor level, or experience in mentoring or coaching team members

• Previous property experience is essential, as the right candidate needs to have a strong working knowledge of the full tenancy progression life cycle.

• This includes compliance requirements, with evidence of implementing processes and procedures to ensure an increase of sales closures

• Passionate about the industry and regularly keeps up to date with industry trends and changes,

• Demonstrable experience in improving resident experiences and customer satisfaction levels

• A relevant industry qualification is desirable (or currently working towards completion) e.g. ARLA

• Knowledge and experience of Yardi and/or Hubspot is desired

• Solid experience as a Lettings Negotiator or similar role within residential lettings.