Resident Experience Manager

ROLE OVERVIEW

Job Title: Resident Experience Manager

Location: Cortland at Colliers Yard

Responsible to: Community Manager

Responsible for: Resident Experience Associates

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 US Build-to-Rent (BTR), 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.

With developments across the UK in cities like Watford, Manchester, and Birmingham, we are dedicated to delivering better living on every level.

We are looking for above and beyond 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.

JOB PURPOSE

The Resident Experience Manager will be responsible for the applicant and resident working as an integral part of the site team; to jointly deliver the objectives of increasing rental income, improving asset performance and delivering a high standard of service to applicants and residents.

ROLE RESPONSIBILITIES

Key Accountabilities

• Ensuring that conversion rates at all stages of the customer journey hit the pre-set targets
• Hitting pre-set targets for rents achieved, occupancy, rental uplifts, other revenue income etc and achieving or exceeding the financial key performance indicators as set out in the objectives for the role
• Ensuring that through the application and viewing experience all customers receive the relevant information on Cortland, the building, the apartments and their amenities highlighting unique selling points
• Running a portfolio which is compliant in terms of landlord and tenant, health & safety and any other relevant legislation
• Keeping the building and apartments well-maintained
• Endeavouring to rectify breaches by residents or resident complaints before they escalate
• Preparing relevant statistics for weekly/monthly reporting
• Acting as an Ambassador for Cortland with local communities, businesses and stakeholders
• Meeting or exceeding customer satisfaction targets
• Ensuring residents are dealt with in a respectful, fair and transparent manner with the aim of exceeding their expectations
• Working within the Company’s policies and procedures, governance framework and standards, as detailed on the Company’s intranet
• Ensuring that through any action or in-action Cortland is not exposed to legal prosecutions or sanctions or that their reputation is negatively compromised in any way
• Attending regular meetings with other Cortland departments to share knowledge and best practices
• For ensuring own continuing professional development

Key Responsibilities

• To attend weekly/daily team meetings to ensure responsibilities are allocated, milestones agreed and there is efficient use of resources
• To prepare performance statistics for the Community Manager as well as adhering to any budgets, revenue targets etc that have been agreed
• To understand the wants and needs of applicants and residents in order to proactively meet their requirements
• Contributing to mystery shopping initiatives
• To negotiate and close deals
• To keep bad debts and arrears below the company standard
• To engage with residents regarding the negotiation of rent increases
• To be the first port of call for residents with leasing, maintenance or other queries that may arise
• To issue and monitor the progress of Work Orders
• To manage pro-active and reactive maintenance
• To ensure Yardi is kept up to date and is accurate at all times
• To carry out regular inspections of the buildings and apartments to ensure safety, cleanliness and any tenancy breaches.
• To organise assessment of damages at the end of a tenancy and approve release of deposits
• To ensure that turn-around of properties hits the company standard
• To organise and attend social events for prospective and current residents
• To gather resident feedback through surveys & polls.
• To liaise with the Leasing Team to ensure all applicants re properly qualified, pass credit referencing criteria and provide evidence of Right to Rent before execution of documents
• Assist with onboarding new resident: welcome tours, move-in coordination, and documentation.
• From time to time to carry out any other activities as required by the business
• Monitor performance from third party contractors and suppliers.
• Manage resident communication channels (CRM, emails and noticeboards)
• Help occupancy by improving online ads, updating promotions, and trying new marketing ideas.
• Improve our online reputation by increasing review scores on platforms like Home views and google.

THE CORTLAND DIFFERENCE

At Cortland, we create, reimagine, and manage apartment communities for residents in the US and UK. Headquartered in Atlanta, GA, we have communities and regional offices across the US and in the UK. We cover the apartment living experience from concept to completion, including investment management, design, build, and operations – all 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, and we’re proud to support and celebrate diversity in the workplace.