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Job description

Role Overview

Role: Resident Experience Specialist

Reporting to: Resident Experience Manager

Property: Cortland Cassiobury, Watford

# Of Units: Circa 367 Units

Amenities: Lounges, Dining, Meeting Rooms, Gym, etc.

Shift Pattern: 9am-6pm, Monday to Sunday rota

Company Overview

At Cortland, you map the story of your success. We don't adhere to the status quo, we love outside industry perspective, and we thrive on exploring possibilities and reimagining solutions. As an innovative leader in Build to Rent (BTR) in the USA with over 80,000 apartments under management, our high performance continues to drive exponential growth – and we invite you to join us on our journey toward excellence. With tools and guidance to sharpen your skills, you can forge your own career path, love what you do, and let it show.

In the UK, Cortland has a six-year strategy targeting a development portfolio of 10,000 Build-to-Rent (BTR) apartments and a management portfolio of 75,000 units, primarily the London commuter belt areas and UK regional cities. Currently, we have one development that is open in Watford, two more – one in Manchester and one in Birmingham – under construction and set to open in the next year, and more in the pipeline.

We are looking for superstar team members to help create the new gold standard for renting in the UK – one with the highest level of service where the resident always comes first.

Role Responsibilities

As Resident Experience Specialist (RES) you will help the Community Manager oversee the operation of a multimillion pound, build to rent development. Being the face of our brand and responsible for creating a community within the building by providing an unparalleled level of customer service. You will take the lead on resident engagement, building rapport with our customers building compliance, and maintenance of site presence to support the needs of residents from a whole range of backgrounds. The role will involve coordination of Resident Events and so much more! This is a diverse and challenging role but if you have a passion for interaction and the drive to succeed. You will be organised and agile in your approach so you can manage whatever is thrown your way. Other key roles you include:

The Problem Solver

· Always ready to take charge andfind solutions no matter how challenging the issue

· Able to multitask; one minute you are processing a prospect’s application and the next you are dealing with a call about excessive noise or a maintenance repair

· Dynamic approach to problem solving, well organised and ability to work well under pressure

· Proactive listener able to provide appropriate feedback and action any reasonable requests that may arise

The Rule Enforcer

· Go above and beyond for the residents but understand that rules are made for a reason and feel comfortable laying down the law when necessary

· Handle difficult tasks with empathy but never shy away from a challenge

· Understand building legislation and procedures so you can ensure residents and associates are kept safe and secure at all times

· Complete regular onsite testing protocols and ensure these are accurately recorded for compliance

The Tour Guide

· Discover future residents’ needs, show them around your community’s amenity areas and show

apartments, and highlight all the benefits that will make them want to call your community home

· Highlight your development’s unique features and benefits and what sets it apart from the competition

· Create added value by anticipating needs and addressing living concerns customers haven’t even thought about yet

The Impact You Can Make

· Residents are so happy in your community they will have no reason to leave!

· Associates, vendors, and residents always have the information they need because of your exceptional communication skills

· You thrive in the fast-paced, challenging day-to-day life of your community, where you are accountable for the success of your development’s performance

· The General Manager is so confident in your ability that they can relax knowing that you have everything under control outside of the traditional 9-5.

· You are highly motivated and know that people can always turn to you for inspiration on how to find solutions to any problem that arises

Your Building Blocks of Success

· Excellent customer relations skills and plenty of energy and enthusiasm

· Health and Safety conscious, and understand your role is key in keeping yourself and your residents safe

· Communicate effectively with residents, vendors, and associates

· Resourceful problem solver always up to the challenge

· Highly organised with the ability to prioritise effectively and multi-task

· Impeccable record-keeping and reporting skills

· Tech savvy and computer literate

The Cortland Difference

At Cortland, we create, reimagine, and manage apartment communities for over 150,000 residents in the US and UK. Headquartered in Atlanta, GA, we have communities and regional offices all over the US and UK. We cover the apartment living experience from wall to wall – from concept to completion, including investment management, design, build, and operations – while remaining entirely focused on delivering resident-centric, hospitality-driven service.

Our success is fuelled by our belief in a better life – where hospitality is always a given, each detail is worth a second thought, and every open door is a new opportunity to go beyond expectations. We come to work every day to create possibilities for people – possibilities that translate into exceptional living spaces and experiences designed to inspire our residents, associates, and investors to live a better life focused on what matters most to them.

Cortland is an equal opportunities employer.

Job Types: Full-time, Permanent

Salary: £28,000.00 per year

Schedule:

• 12 hour shift

Supplemental pay types:

• Performance bonus

Work Location: In person