Leasing Associate

· Follow up new leads, register and understand customer's rental requirements & match this to an available apartment

· Arrange viewings for customers and provide a first-class customer experience tour engaging the client in all aspects of what the development has to offer

· Increase revenue through alternative investment streams, parking and facility hire

· Work closely with the Lettings Manger to report on market trends, customer service reports and headline rent prices

· Follow up on all applications and the vetting process

· Work closely and collaboratively with the other on-site teams to ensure a seamless delivery of customer experience

· Actively drive sales and retention of residents through customer service and effective negotiation of tenancy renewals

· Reply to resident queries and meet all response time SLAs. To interact with customers via telephone, email, live chat or instant message. Delivering first class customer service

· Provide informed and accurate information to residents. Using social platforms such as The My Moda app to promote new updates and events

· Be aware of amenity T&C's

· Actively engage with the team and feel confident to put forward suggestions and ideas

FINANCIAL AND REPORTING

· Ensure receipt of initial rent payments and any required funds prior to move in

· Facilitate the set-up of monthly payments

· Identify and deliver opportunities for additional revenue through upselling of services and apartments y for manager reporting and use

· Use of all systems to provide accurate records of customer information

· Ensure accurate recording of customer processing information, ensure customer feedback is recorded for management reporting and use

· Manage and meet agreed KPI's as set by the Leasing Manager

· Identify opportunities for additional or enhanced income streams and develop strategies with head office

· Identify opportunities for cost efficiencies, budget saving and added value

· Use of Spike or other database and systems to support accurate resident record as required

· Coordinating inventory production

· Ensure receipt of initial rent payments and any required funds prior to move in

· Facilitate the set-up of monthly payments

· Identify and deliver opportunities for additional revenue through upselling of services and apartments for manager reporting and use

· Use of all systems to provide accurate records of customer information

· Ensure accurate recording of customer processing information, ensure customer feedback is recorded for management reporting and use

MARKETING AND LEASING

· Acknowledge and follow up all initial customer enquiries

· Provide effective viewing booking support and follow up

· Gather detailed customer feedback from viewings and report back to the Leasing Manager to drive customer experience

· Manage tenancy applications from let agreed through to move in

· Referencing progression including liaison with referencing provider and applicants

· Management of guarantor requirements and referencing

· Creation of tenancy documentation including AST and system set up

· Prepare electronic move in packs including issuing of tenancy and supporting documents

· Renewal negotiation and progression with tenants, including preparation of documents

· Coordinating end of tenancies including booking check outs and ensuring re letting

· Notifying broadband and utility suppliers of new and ending tenancies for resident set up

· Coordinating inventory production and sign off - working closely with the Leasing Manager

· Escalate any end of tenancy charge disputes to the leasing manager

You must have demonstrable experience in a similar role (hospitality or private rental sector preferred). You and the team will work together to achieve you achieve your goals and to deliver at every level for our residents. Service is at the heart of what we do and you must be willing to go the extra mile., · 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

· Experience of working to targets

KNOWLEDGE, ATTITUDE AND SKILLS

· Excellent analytical skills

· Excellent communication skills

· Proactive and dynamic, taking ownership of all of core duties.

· Strong verbal and written communication skills.

· Accuracy and attention to detail.

· Have a great understanding of the city, it's people, culture and social scene. Use this knowledge to promote areas and places of interest to our residents

· Experience in Residential Lettings or a customer service driven role

· Knowledge and understanding of the Build to Rent market and key differences to residential lettings

· Deliver first class customer service and resident engagement

· First point of contact for leasing administration enquiries

· Consistently deliver the Moda service standard to residents and all visitors to the building

· Communicate in line with brand values

· Supporting viewings and enquiries for leasing and management

· Reception cover for breaks and illness

· Escalate any end of tenancy charge disputes to the leasing manager

· Be a strong team player and support all other colleagues when required

· Actively engage with the team and feel confident to put forward suggestions and ideas

· A strong knowledge of lettings and tenancy processes is essential to deliver an exceptional experience for all our customers and residents

· Flexible working hours

· Well-groomed and of smart appearance

· Good level of computer literacy using Microsoft Word, Excel and Outlook

· Innovative and pro-active

· Ability to handle multiple tasks, to work well under pressure

· 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

HEALTH & SAFTEY, 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.

Moda is creating the UK's leading lifestyle experience brand by delivering and operating next generation neighbourhoods to live, work and play. We have a clear objective of pioneering positive change to the UK rental market and creating healthy, connected, well communities., 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., The management of risk is the responsibility of everybody who works at Moda. You should familiarise yourself with and follow the Planning Policy and Risk Management Procedures and as explained in the businesses induction session., 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., 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