Resident Experience Coordinator

ROLE OVERVIEW

Role: Resident Experience Coordinator

Reporting to: Deputy Community Manager

Property: Cortland at Colliers Yard   

# Of Units: 559

Amenities: Lounges, Dining, Meeting Rooms, Gym, Courtyard and Bookable Suites

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.

ROLE RESPONSIBILITIES

As Resident Experience Coordinator you will be the face of our brand connecting with current and future residents, planning resident events, and taking the lead in business partnerships for a multimillion-pound build to rent development. You will creatively take the lead on ways to increase resident engagement and be responsible for the overall events and social media strategy at your community. This is a diverse and challenging role, and you need to have a passion for interaction and the drive to make others happy. You will be organised and agile in your approach, so you can manage whatever is thrown your way. You will work closely with the wider onsite team to achieve customer excellence at your community.

The People Person 

·        Discover residents’ interests and be able to interact with the Community to improve overall engagement and satisfaction through various forms (on site, social media, surveys, and CRM) 

·        Be able to listen to resident feedback and be a point of call for residents to talk to regarding how they are feeling inside the Community. 

·        Create an unforgettable experience for residents by organising and executing monthly events and bringing the Community together 

·        Manage a social media content creation calendar to increase social media engagement in line with brand guidelines

·        Plan and host networking events with wider audiences (neighbouring or city-wide business) and organising vendors to provide engagement solutions for residents 

The Collaborator  

·        Connect and partner with local businesses to offer exclusive resident discounts and or offers  

·        Support and communicate with all on-site departments, Leasing, Service, Reception, constantly develop a team environment

·        First point of contact for resident enquiries and ensure they are satisfied with the services we provide 

·        Support the day to day running of the Community on any aspect if that be conducting a tour, answering a resident query or helping keeping the coffee stocked  

·        Achieve positive Google and Home Views reviews as part of the team target and Kingsley survey scores 

·        Respond to Kingsley, homeviews and google reviews.

·        Work within annual budgets accordingly to plan and execute resident events  

·        Communicate with clarity and enthusiasm, assuring prospective and current residents that the Community is a place they love to call home  

·        Be the main point of contact for all move ins  

·        Continually measure resident satisfaction for upcoming lease renewals and arrange meetings to review feedback and install positive change where needed 

The Better Living Expert

·        Enjoy listening to people’s issues with empathy and share helpful advice 

·        Relate well with all types of personalities  

·        Build lasting relationships based on your ability to help residents and future residents experience what better living truly means 

·        Organise, execute and support editing for all videography of events to a professional standard 

·        Conduct polls, and surveys to gather residents feedback and improve engagement.

·        Ensure all communal areas are well-stocked, maintained and in good working order.

·        Address resident concerns or maintenance issues in relation to the amenity spaces promptly.

·        Organize resident drop-in sessions and maintain regular communication through various channels.

·        Produce high quality video and imagery content for applicable social media platforms in accordance with social media calendar 

The Problem Solver 

·        Always ready to take charge and find solutions no matter how challenging the issue  

·        Dynamic approach to problem solving, well organised and ability to work well under pressure  

·        Proactive listener able to provide appropriate feedback and action any reasonable requests that may arise from the wider on-site team or residents 

The Organisational Genius 

·        The gatekeeper of information, accumulating details, and documents to create insightful resident engagement reports 

·        Able to multitask; one minute you are showing a customer their future home and the next resolving a customer query or hosting a resident event 

·        Learn and engage on how to best utilise all of the resident facing technology systems in the building can better support resident engagement.   

·        Handle office supplies, stock control and general administrative duties.

YOUR BUILDING BLOCKS OF SUCCESS

·        Extensive experience in a customer facing role ideally in BTR, Hospitality & Events 

·        Excellent customer relations skills, with plenty of energy and enthusiasm  

·        Able to communicate effectively with residents, vendors, and associates  

·        Resourceful problem solver who is always up to the challenge  

·        Highly organised with the ability to prioritise effectively and multi-task  

·        Tech savvy and computer literate and always up to date with new technologies  

·        Marketing and social media awareness to manage platforms  

·        Ability to think on your feet with the resident at the forefront of any solution 

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.