CUSTOMERS • Champion always, the needs of our customers, leading by example and demonstrating a personal desire for high levels of service in all interactions. • Use customer insights (NPS) to understand each property’s service delivery and identify ways to improve, so that we are constantly pursuing sector-leading customer retention and recommendation through great service. • 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 Team Member within your respective area has a consistent and effective welcome to the business, giving everyone the best start possible and 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 region. • 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 landscape of Universities, competitors and where your assets rank relative to the comp set to maximise performance. • Be expert in your knowledge of the leasing performance and sales process; attending the routine calls/meetings well prepared to discuss performance with a solution-based mindset for your properties. • Be agile and quick to respond to the shift in leasing cycle, seeking support or approval as necessary for any changes to sales and marketing strategy of customer offer.
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