Leasing and Experience Manager (The Elephant, Elephant and Castle)

This is a full-time, on-site role at 40 hours per week at The Elephant (Elephant & Castle, London). You must be available to work evenings (until 8pm) and occasional Saturdays on a rota basis.

Overall Purpose

Get Living, renting is more than just finding a home - it's about creating a vibrant lifestyle and community.

This role plays a key part in delivering that vision by ensuring our neighbourhood is optimally occupied, commercially successful, and offer an exceptional resident experience. You will be accountable for driving the revenue performance of the neighbourhood, ensuring homes are marketed and presented to the highest standard, and guiding applicants through a seamless, high-quality journey.

Central to your role is delivering outstanding customer service and fostering a welcoming, diverse, community-driven environment that keeps residents engaged and satisfied. This role will include planning, organising and executing a variety of events and programs that promote resident interaction, engagement and satisfaction. This role will work closely with residents, team members and external partners to create a welcoming atmosphere and enhance the overall living experience.

Key Relationships

Internal: Regional Director, Neighbourhood Manager, wider Elephant Central team, Resident Experience Director. wider neighbourhood teams, Business Support functions.

External: Residents, prospective customers, property management companies, third party suppliers, property agents, on-site retailers.

Key Responsibilities & Accountabilities

• Collaborate with internal teams and key stakeholders to ensure a consistently high-quality applicant experience.
• Recommend and agree on rental levels in partnership with the Finance team, Asset team, and Neighbourhood Manager.
• Manage the full lettings journey in conjunction with the Hub, to ensure a seamless journey through enquiries, conducting viewings, and progressing applications through to completion.
• Develop and implement strategies to drive resident retention, focusing on delivering an exceptional living experience and anticipating residents' needs to encourage lease renewals.
• Drive and exceed targets for revenue and occupancy while maintaining cost control within agreed budgets.
• Monitor all reservations and lease renewals, ensuring that all referencing, legal, compliance, and business requirements are thoroughly met before final agreements are made.
• Ensure all enquiries, leads and viewings are followed up promptly and effectively.
• Deliver high-quality in-person and virtual viewings to maximise conversion and reservation rates.
• Uphold the highest standards of communication and professionalism, embodying the Get Living values and ensuring adherence to brand guidelines and Propertymark best practices.
• Set the standard for exceptional customer and resident satisfaction by leading from the front, encouraging the neighbourhood team to actively engage with platforms such as Google and HomeViews.
• Proactively promote resident engagement and satisfaction by fostering a sense of community and addressing resident needs, concerns, and feedback in a timely and effective manner.
• Develop and implement a diverse calendar of events and activities that are tailored to the needs and interests of the residents using the amenity spaces to their full potential.
• Coordinate the events, and work with the marketing team to maximise the promotion and monitor and evaluate the success of the events.
• Organise and support community-building activities and work with local organisations/retailer initiatives that enhance resident experience and create a welcoming, inclusive atmosphere.
• Consistently drive for personal and team success, inspiring high performance against key performance indicators (KPIs).
• Line manage direct reports through regular one-to-ones, performance reviews, and by supporting individual development via in-person coaching and company programmes.
• Handle escalated customer complaints related to the leasing process with empathy, urgency, and resolution-focused professionalism.

Key Skills & Competencies

• Customer centric approach.
• Strong leadership skills with high integrity and the ability to inspire and motivate others.
• Results focused and dynamic.
• Passionate, energetic, and self-motivated.
• Organised with the ability to prioritise based on business needs.
• Agile and flexible, supports change for the benefit of the business and people in it.
• Excellent communication skills with the ability to adapt dependent on audience.
• Continuously develop positive and proactive relationships across the neighbourhood teams.
• Lead and manage Resident Manager to achieve their key areas of responsibility, acting as coach and mentor to build and improve performance.
• High commercial acumen.
• Creativity and innovation in developing engaging programs and events for customers

Qualifications & Experience

• ARLA qualified or equivalent, level 4 (desirable) level 3 (essential).
• Experience in residential property (essential) and/or BTR (desirable).
• Have knowledge of build to rent (BTR) and wider property market, along with pipeline of mobilising sites (essential).
• Confident in any given leasing and property management platforms/databases.
• Proficient in creating and analysing market data, statistics, and management information.
• Knowledge of leasing and property management current regulations and required processes.
• Competent in Microsoft Office/Teams (essential) and Yardi (desirable)
• Experienced in marketing properties and agreeing rents through analysing data and market knowledge.

Note - this is a summary of the main duties of this position. The Company reserves the right to require the role-holder to undertake such additional tasks or duties as may be within their capabilities and abide by all reasonable rules and instructions given by the Company.

Get Living Commitment

Diversity & Inclusion

We are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Health and Safety

Get Living is responsible for providing a safe and healthy environment for all employees, residents, commercial occupiers, service providers, and visitors who may be affected by its undertakings across its portfolio.

We are committed to continual improvement of performance, recognising the importance of investing in the health and welfare of our Employees by providing a physical and social working environment which is conducive to maintaining a healthy, fit and highly motivated workforce.

We encourage a positive health and safety culture by actively promoting occupational health and safety through the provision of information, training, instruction, and supervision. Through ongoing consultation with employees, partners, and suppliers everyone is enthusiastically involved in managing risk and ensuring that our sites are a safe place to live, work and visit.

ESG

Get Living is committed to leading and promoting ESG initiatives as well as identifying ways to improve sustainability goals.