Operations Support Associate

• Support the Resident and Leasing teams with operations focusing on high priority areas
• Ensure smooth operation of the business whilst providing an optimal customer experience from pre-move-in activities to move-out
• Manage the resolution of all reported Cases from residents
• Ensure full knowledge of apartment and communal area systems and operation
• Assist the Events team when needed, to set up and present customer social events & activities
• Work closely with 3rd party suppliers/ in-house departments supporting the Resident Manager
• Deliver great customer service while adapting to customer/resident feedback
• 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
• When required, tour potential customers around our buildings
• 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
• Promote and sell additional revenue generating services such as parking, storage facilities, lounge hire etc.
• Drive and promote ancillary revenue in line with Quintain Living Targets
• Network and regularly interact with customers to build customer relations and confidence
• Continually work with your Resident Manager to implement cost and time efficiencies
• Ensure cases received are acknowledged, actioned and closed out within agreed SLA
• Support Resident Manager to collate data for weekly / monthly reports
• Carry out daily inspections of development to ensure they are to Quintain Living standards and support with required health and safety compliance
• Ensure that all move in’s & move outs are co-ordinated with the relevant Quintain Living function and third parties
• Enable all specialist contractors/ 3rd party company access to buildings as required
• Carry out weekly inspections to ensure apartments are always lease ready
• Complete all salesforce activities related to the customer/ resident journey
• Ensure all matters relating to H&S compliance are adhered to and reported where required

• 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

Competitive Salary and Benefits