Resident Engagement Manager

Moda, Hove Central

Brighton

Resident Engagement Manager

MODA IS A LIFESTYLE, NOT A LANDLORD

Pushing the boundaries of style, service and community. Focusing on best-in-class service and high-quality design.

We have a clear objective of pioneering positive change to the UK rental landscape.

We have a clear objective of pioneering positive change to the UK rental landscape and creating happy healthy, connected and well communities. Always taking it to the next level... from wellbeing week to weekly classes with our wellbeing partners hero

THE IDEAL CANDIDATE
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.

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.

JOB DESCRIPTION
• To create new partnerships within the city. Building a rapport to showcase the Moda brand
• To have a good knowledge of local attractions and destinations. Keeping up to date with trends and opportunities and use this to influence event strategy and direction
• Reporting any identified H&S matters to GM
• Access control programming
• Be aware of amenity T&C's
• To lead with the organization of on-site events and to have strong creative skills

MAIN RESPONSIBILITIES
• Deliver first class customer service and resident engagement
• Consistently deliver the Moda service standard to residents and all visitors to the building
• Reply to resident queries and meet all response time SLAs. To interact with customers via telephone, email, live chat or instant message
• Provide informed and accurate information to residents
• Using social platforms such as The My Moda app to promote new updates and events
• To work closely with the Marking team on social media activity
• Promote resident events and engagement strategies monthly and forecasting in advance
• Oversees all aspects of the resident’s service experience to troubleshoot processes and procedures and make improvements of customer service quality
• Establish and maintain relationships with the residents to best understand their needs.
• Following the complaints procedure. Provides training on handling of sensitive customer service issues
• To manage a team and to be responsible for department recruitment and retention, as well as accurate and regular reports regarding staff changes
• To conduct a staff Rota for your department and arranging cover when necessary.
• To oversee staff one to ones and appraisals within your team.
• You may be required to perform other duties appropriate with your role / level.

KNOWLEGE, ATTITUDE AND SKILLS
• Excellent analytical skills
• Excellent interpersonal skills
• Proactive and dynamic, taking ownership of all of core duties.
• Strong verbal and written communication skills.
• Accuracy and attention to detail.
• Experience of working to targets
• A great team player who takes ownership and responsibility
• A logical thinker who can spot errors and resolve issues
• Acts with integrity and professionalism

BE MORE YOU
• Competitive salary
• Workplace pension scheme
• 30 days annual leave
• Comprehensive employee benefits scheme including discounts on global brands, Bike2Work scheme, subsidised mental heath care with MYNDUP and free digital GP appointments with Lloyds Pharmacy
• Regular team and company socials
• Access to subsidised mental health and wellness service

GET IN TOUCH
If you’re up for the challenge, send us a copy of your CV with a supporting statement on how you meet the knowledge, experience and skill set to katja@hovecentral.moda

How to apply

Think you're up for the challenge and want to show us what you're made of? Send us a copy of your CV and why you want to join Moda.