Customer Support Coordinator

Role Overview

Role: Property Support Associate

Reporting to: Head of Property Support

Location: Leeds

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 Build to Rent (BTR) in the USA with over 80,000 apartments under management, 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.

In the UK, Cortland has a six-year strategy targeting a development portfolio of 10,000 Build-to-Rent (BTR) apartments and a management portfolio of 75,000 units, primarily the London commuter belt areas and UK regional cities. Currently, we have one development that is open in Watford, two more - one in Manchester and one in Birmingham - under construction and set to open in the next year, and more in the pipeline.

Role Responsibilities

• To ensure that the Group’s Health and Safety Policy is adhered to in respect of the Company’s responsibilities.
• To attend relevant seminars, courses and workshops as requested
• To secure best value for money in contracted services by means of competitive quotations etc. To negotiate contract terms and prices and to monitor and address issues relating to contractor performance
• To advise and guide property management colleagues in respect of issues that may arise in connection with the development including technical build related issues, defects, repairs and H&S compliance matters.
• To manage service provision to the client and tenants.
• To exercise judgment on a daily basis in respect of maintenance requirements, Always ensuring the availability of funds before works are committed.
• To ensure insurance cover is in place on all developments and that copies of all current policy documents are held on file and updated as needed.
• To establish and maintain development management information, inspection reports and health and safety records.
• Providing general support to the Block Management function and Property Management Team.
• To effectively resolve management problems or disputes in accordance with legal obligations and with specific reference to the appropriate lease.
• To ensure fire risk assessments and health and safety assessments are undertaken, identified risks are actioned and to review and annotate the assessments annually
• To ensure that all elements of the building are managed appropriately and that both the client and LIV comply with their obligations
• To provide first class customer service to our resident, clients and other stakeholders.
• To be the first point of contact for all leasehold owners, tenants and their agents via telephone.
• Responding to leasehold owners and tenant enquiries via telephone, letter and email as required.
• Providing timely updates by phone or email on enquiries received.
• Chasing up and monitoring the progress of contractors completing repair orders.
• Lodging building insurance claims.
• Following up to conclusion insurance claims and updating residents and the property manager.
• Reporting any potential third party liability claims.
• Obtaining quotes for day to day maintenance works and soft services
• Liaising with contractors.
• Actions any work orders or repairs that may be required following a site visit.
• Investigating and escalating as required complaints received ensuring formal complaints are lodged by the complaints handler.
• Arranging AGM’s, issuing invites, contacting venues, preparing agendas.
• Arranging and booking meeting venues.
• Typing up and issuing minutes of meetings.
• Knowledge, attitude, skills and habits:
• Excellent analytical skills, including advanced excel modelling skills.
• Strong interpersonal skills.
• Proactive and dynamic taking ownership of all of core duties.
• Strong written communication skills.
• Accuracy and attention to detail.
• Experience in the formatting of documents.

The Cortland Difference

At Cortland, we create, reimagine, and manage apartment communities for over 150,000 residents in the US and UK. Headquartered in Atlanta, GA, we have communities and regional offices all over the US and UK. We cover the apartment living experience from wall to wall - from concept to completion, including investment management, design, build, and operations - 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.