ROLE OVERVIEW
Role: Leasing Hub Associate
Reporting to: Customer Experience Manager
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 two developments open in Watford and Manchester and another in Birmingham set to open this year, and more in the pipeline.
We are looking for superstar 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
The Leasing Hub Associate will work closely with both the BTR Operations team in Leeds to maintain and process the application journey and to minimise complaints and process failures.
Your responsibilities include but are not limited to:
- Exceed our resident's expectations every day by delivering exemplary service
- Answer and handle incoming resident communication with excellent customer service, serving as a point of contact for residents who have any questions or concerns.
- Fulfil day-to-day operational obligations
- Ensure the terms of the Housing Act obligations are adhered to across the developments that you support.
- Prepare and send e-move in packs for new residents including inventory, EPC and current 'How to Rent' guide within move in SLA's
- Ensure move out trackers are 100% accurate and mirror CRM system.
- Ensure Deposit protection is adhered to in line with regulatory obligations.
- Create and issue ASTs for new tenancies.
- Add applicants to the referencing portal and monitor throughout.
- Assist with new enquiries and schedule tours as required.
- Issue and ensure timely return of renewal AST terms.
- Liaise with other departments within the business to achieve business goals including credit control regarding rent arrears payments and statutory notices as well as building healthy relationships with onsite Cortland staff based at the developments.
- Processing applications from let agreed to move in across all clients in line with set SLA's.
- Actively participate in business audits when required.
- Where appropriate proactively promote Cortland to increase company profile.
YOUR BUILDING BLOCKS OF SUCCESS
Experience
- Relevant customer service experience
- Experience managing a large volume of work whilst maintaining accuracy and efficiency
- Relevant experience working in the Private rented sector and or Build to Rent sector
Skills
- Ability to communicate effectively verbally as well as strong written communication skills
- Organised and proactive, able to prioritise own workload and handle multiple tasks
- Driven and self-motivated working in a fast-paced environment
- Competent with Outlook, Microsoft Excel, and Word
- Ability to ensure confidentiality and security of all business, client and customer documentation and information.
- Always look to provide the highest standard of customer service
- Collaborative approach to working with clients and associates across all levels
- Ability to work as part of a team whilst being flexible and cooperative
- Accuracy and attention to detail
- Ability to handle complaints calmly and communicate suitable solutions
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.