Accommodation Coordinator

Purpose of role: Deliver excellent customer service and sales targets through adherence to a purpose-built student accommodation schemes operating procedure.

Responsibilities:

Customer Support

• Communicate effectively, whether face to face, via telephone or in writing, with customers and colleagues, clearly understanding and responding to their needs
• Provide ‘front of house’ services at the property as required
• Provide effective monitoring and management of residents including arrears, behaviour issues, maintenance and damage
• Provide a decisive and effective response to customer complaints and arbitrate tenant disputes to effective resolution following the core operating procedures
• Ensure compliance, security and integrity of customer data
• Receive and process front office payments and invoices
• Complete customer check-ins/outs and other resident processes in a timely and accurate manner in line with the core operating procedures
• Exercise initiative in providing excellent customer service, liaising effectively with Managers and other Colleagues

Sales Activity

• Contribute to the delivery of the key performance indicators within the company (Asset management, Stakeholder Engagement, Customer Engagement, NOI, Occupancy)
• Process and respond to sales enquiries in a timely manner
• Perform viewings for customers in line with the core operating procedures
• Attend information events and fairs to provide information to potential customers
• Co-ordinate with Managers on property merchandising and marketing collateral within the city i.e. Show flats, exterior banners, site hoardings, reception areas, social media etc
• To implement and support the companies branded marketing campaigns
• Understand the local student accommodation market

Facilities Administration

• Undertake regular building patrols to identify any maintenance requirements or Health and Safety risks and complete all resultant actions in accordance to the core operating procedures
• Undertake scheduled flat inspections and recording of same. Complete all resultant actions in a timely manner to include customer charges, liaison with maintenance and cleaning support functions
• Record, log and monitor any maintenance issues that may arise within the property and liaise with the facilities team to ensure their timely repair
• Adhere to companies operating processes, business systems and standards
• Support in monitoring compliance with Planned and Reactive Maintenance procedures, such that buildings are safe for both our residents and colleagues
• Update Property Documentation Files as required