Resident Team Leader - Customer Service

We have a great opportunity for a Resident Team Leader to join our team, and shape help to 'Enclave: Croydon'; our brand-new, market leading, 50-storey Co-Living development in Croydon.

We're looking for someone with positivity and commitment. Experience is a plus, but we offer full training- attitude is the most important thing.

With 817-apartments, this isn't a role for the faint-hearted, but it is a unique opportunity to be part of something record-breaking!

Working a 40-hour week across 5 of 7 days, including weekend shifts. Shift patterns are 8 hours between 08:00 and 20:00, as set by the General Manager.

Key Responsibilities

Customer service and team;

• Team-Leading within a team of 3 Resident Team Members, anticipating and exceeding customer expectations, reporting directly to the General Manager.
• Supporting the General Manager with the Resident Team rota, completion and allocation of administrative tasks.
• Prioritise Customer Service, leading a happy, motivated and ambitious team that's task-driven and results-orientated.
• Handle complaints with empathy, and praise with modesty (We've got procedures to support both!)
• Work alongside the Management Team to make Enclave: Croydon the best possible place to live and work.

Operational:

• Oversee and complete administrative tasks such as logging maintenance requests, filing, tenancy management (including rental accounts) and monitoring the email inbox.
• Take the lead on resident engagement, including the event program.
• Support the General Manager in managing the estate.
• Lead in the management of resident tenancies, including AST creation, leading on the move-in/out processes, and ensuring compliance.
• Shape and deliver resident experience objectives and targets, utilising the Enclave Standard Operating Procedures.
• Chase outstanding rent arrears in line with policy.
• Build relationships with senior team members, stakeholders, and clients across the business.
• Keep up to date with changes in technology, processes and standards within the industry, including local knowledge of recreation and retail.
• Offer suggestions to improve operational performance.
• Be part of the on-call rota as and when required.
• Be flexible, and hands on. Get stuck in!

Leasing:

• Work alongside external leasing agents, building positive relationships and increasing sales.
• Play a supporting role, where necessary, in touring and leasing prospects, to maximise occupancy and revenue, including following up on leads and sales conversions.

We'd also expect the Resident Team Leader to extend their duties to other tasks, commensurate with the role.

Who we're looking for

We're looking for a talented, committed and flexible person to join our team.

The person we're seeking will ideally be well educated, although this is not a requirement. They will use their experience to lead the Resident Team, and contribute to the wider team, by driving to maintain revenue, strive for high-occupancy and offer outstanding Customer Service.

We're results-driven, and we're looking for dependable and dedicated people who see the bigger picture, while loving the detail.

Why Outpost

We're new, and we're determined to do things right.

You'll love us because of our culture, creativity, and communication. We're innovative, and we're learning as we grow.

We're looking for people who thrive off of the rewards that hard work brings, to grow with us, and help shape us.

With a significant pipeline we can offer ambitious, talented people opportunity for growth.