Job Description
We're looking for an exceptional Resident Ambassador who wants to become part of a leading lifestyle experience brand, delivering and operating next generation neighbourhoods to live, work and play.
Service is at the heart of what we do and you must be willing to go the extra mile. (With a smile!)
Interested? Keep reading...
MAIN RESPONSIBILITIES
· Deliver first class customer service and resident engagement
· Consistently deliver the Moda service standard to residents and all visitors to the building
· Reply to resident queries and meet all response times
· Provide informed and accurate information to resident’s either face to face or via the telephone
· To be the first point of contact for enquiry receipt & initial acknowledgement. Then carry out enquiry progression/follow up
· To take room enquiries/viewings, gathering the necessary information to support leasing
· Parcel management (taking, issuing parcels, and managing app notifications)
· Promote resident events and engagement strategies e.g. surveys
· Communicate in line with brand values
· Visitor Management strategy
· Establish and maintain relationships with the residents to best understand their needs
· Following and utilising the complaints procedure
· Residents move out - re/de programming of fobs, collection of post box key etc.
· Emergency or incident escalation
· Reporting any identified H&S matters to CSM/GM
· Health & Safety - observe compliance
JOB DESCRIPTION
· Maintain a key record for front desk sign out
· Access control programming
· Fire Marshall or evacuation management support
· Signing suppliers/contractors/third party visitors in and out of front of house
· Ensuring the security of the building at all times
· Report any maintenance issues identified in the building/apartments/common parts
· Where required, keep residents updated on all maintenance items reported
· Liaison with FM teams
· Support marketing and lease up including viewings if required
· Be aware of amenity T&C's
· Assist with the organization of on-site events
· Push and promote events via The My Moda App and on social media
· Good knowledge of local attractions and destinations (further training on this will also be provided)
· Ad hoc administrative tasks
· CCTV monitoring
EXPERIENCE
· Previous experience in residential property (hospitality or private rental sector preferred)
· Excellent customer relations skills, a sense of humour and plenty of energy and enthusiasm
· Must be pro-active and able to use initiative to enhance the reputation of the building
· Professional presentation, confident and outgoing in nature
· Well organised, ability to problem solve and works under pressure with great decision-making skills
· Able to demonstrate an organised and professional approach and ability to priorities
· Previous handling of sensitive information and compliance with GDPR
KNOWLEDGE, ATTITUDE AND SKILLS
· Excellent analytical skills
· Excellent interpersonal skills
· Proactive and dynamic, taking ownership of all of core duties.
· Strong verbal and written communication skills.
· Accuracy and attention to detail.
· Experience of working to targets
· A great team player who takes ownership and responsibility
· A logical thinker who can spot errors and resolve issues
· Acts with integrity and professionalism
· Flexible working hours
· Excellent communication skills displaying sensitivities to and understanding of residents’ need
· Well-groomed and of smart appearance
· Flexibility and adaptability
· Good level of computer literacy using Microsoft Word, Excel and Outlook
· Innovative and pro-active
· Ability to handle multiple tasks
· With training, able to use other systems and software packages
· Flexible and cooperative at all times
· Understanding the importance of achieving deadlines and ensuring quality output
· Use initiative and take responsibility for providing solutions
· To ensure confidentiality and security of all business, client and customer documentation/ information
· Problem solving and well organised
· Ability to work well under pressure
HEALTH & SAFTEY
Moda expect all staff to maintain a positive attitude to health and safety in carrying out all responsibilities and to cooperate with businesses Health & Safety Policy and Health & Safety Manual.
RISK MANAGEMENT
The management of risk is the responsibility of everybody who works at Moda. You should familiarize yourself with and follow the Planning Policy and Risk Management Procedures and as explained in the businesses induction session.
CORPORATE SOCIAL/ENVIRONMENTAL RESPONSIBILITY
Ethical social and environmental standards within the workplace are essential to ensure that we satisfy the business objectives in a fair and reasonable manner. To constantly improve our reputation in the marketplace, there is an expectation that you will take your responsibilities seriously both internally and externally.
CUSTOMER CARE
It is essential to provide the highest standard of service at all times when dealing with clients and colleagues. Moda promotes putting the customer at the heart of everything we do. You should promote Best Practice, adhere to and promote the businesses core values and have respect for colleagues and clients.
EQUAL OPPORTUNITIES
Moda is committed to providing a non-discriminatory and harassment free working environment for all its employees. All staff are expected to have due regard for those policies when carrying out their duties
OUR VISION & VALUES
CREATING DYNAMIC HOMES & INSPIRED TEAMS, THAT DELIVER EXCEPTIONAL EXPERIENCES TO OUR COMMUNITIES.
INTEGRITY
We will demand the highest degree of integrity for both our residents and ambassadors, recognition of openness and honesty that deliver an overall Integrity value are intrinsic to our success.
COMMITMENT
Expectations of commitment from our ambassadors/board, and all our stakeholders. This will drive our business both financially and ethically to set a clear bedrock to a successful business.
LOYALTY
We will provide loyalty with all our interactions to both our residents and ambassadors, delivering a relationship experience that provides our business longevity and certainty.
Job Type: Full-time
Salary: £21,800.00-£23,000.00 per year
Benefits:
- Cycle to work scheme
- On-site gym
- Wellness programme
Schedule:
- Day shift
- Weekend availability
Supplemental pay types:
Experience:
- Customer Service: 1 year (required)
Work Location: One location
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