• Complete sales viewings where necessary.
Customer Care
• Ensure revenue generating opportunities through the delivery of a high standard of customer service, setting the standard and coaching your team as appropriate to ensure your team deliver to the same standards. • Develop and maintain relationships with the University/College. • Ensure that a high level of customer service and satisfaction is achieved through managing and meeting customers’ expectations and service levels relevant to each residence, and ensuring your team do the same. • Managing in line with the National Code of Standards and Liberty Living’s own procedures. • Co-ordinate pastoral care, mental health and wellbeing support to residents. Directing residents to specialist resources and be able to deal with emergency situations if they arise. • Manage the client move-in and client move-out process to provide a smooth transition for the client whilst ensuring all administrative, operational and financial aspects are completed to a high standard. • Oversee and lead the daily management of the residences to the high standards by interpreting and implementing policies and procedures as laid down by Liberty Living. • Oversee all aspects of administration within the residences including electronic and paper-based systems. • Maintain full and up-to-date knowledge of the Company’s policies, procedures and common practices. Informing the ROM and/or the HR Department of any concerns they may have in relation to suspected gaps in that knowledge. • Ensuring that all relevant staff are trained and competent in the Company’s policies and procedures. • Ensure all processes carried out by the team are compliant with GDPR and Liberty Living’s Data Protection Policies, and that the team are knowledgeable of their responsibilities under the General Data Protection Regulations. • Maintain profitability of the residence by maintaining and increasing occupancy and revenue in line with the budget and targets. • Assist the preparation of the residences budgets. • Implementation of financial controls having full and up-to-date knowledge of the finance system in line with financial operating procedures laid down by Liberty Living. • Effective and accurate credit control to ensure no outstanding debt on client accounts, taking remedial actions to collect outstanding debt in line with policies and procedures of Liberty Living. Daily Management Financial Management
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