Job Description CUSTOMERS • Champion always, the needs of our customers, leading by example and demonstrating a personal desire for high levels of service in all. • Oversee the provision of a service that is constantly pursuing customer retention and recommendation. • Represent the voice of the customer at all levels in the business, ensuring business decisions are made with the customer at the forefront. • Take regular time to understand the shifting shape of the University landscape, the demographic of customers we serve and develop and showcase a strong understanding of what life is like for our customers. PEOPLE • Working with the People policies and practices of our company, take responsibility for the end to end journey of people in our business; from the recruitment of new team members, through their development, to their departure from our business, as a direct line manager or in support of others in the team. • Recruit, develop and lead strong people managers, who conduct themselves consistently, fairly and are respected by their team. • Ensure every employee within your respective area has a consistent and effective induction to the business, giving everyone a platform to succeed. • Set clear objectives for your teams, aligned to the business plan and ensure a routine is in place to regularly review performance and behaviours for each team member. LEASING • Responsible for the successful lease-up of all properties within the area. • Accountable for delivering on a solid customer retention and recommendation performance in each relevant property. • Develop and continuously improve a solid understanding of each market in which you operate; understand the University picture, competitors and where your assets rank relative to the comp set. • Be expert in your knowledge of the leasing performance of each of your properties; attending the routine calls/meetings wellprepared to discuss performance. • Be agile and quick to respond to the shift in leasing performance, seeking support or approval as necessary for any changes to marketing strategy of customer offer.
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