Resident Experience Leader

6 months ago

Caulfield, Australia UniLodge Australia Pty Ltd Full time

Drive exceptional resident experience with your team within a new BTR premium residential development
- Work in a fun and collaborative team and client environment
- We have a pipeline of BTR assets and growth opportunities

**ABOUT ESSENCE COMMUNITIES**

Essence Communities have been at the forefront of this emerging sector, operating their leading BTR management platform for close to 2 years. We have operational BTR assets across Victoria, Queensland and Canberra, with a growing pipeline of projects and partnerships with Institutional and private clients.

Our property management platform is shaped from a 27-year track record in property and asset management. Our foundation of experience and expertise has propelled our operations to be leading the transformation of Australia’s rental sector.

This is a unique opportunity for a dynamic, customer focused Resident Experience Leader to join our Caulfield team on a full-time basis. The property offers premium rental living experiences across 437 apartments within the one complex. Elevated living experiences are provided through 7-day onsite management, premium resident amenity areas, customer service focus and resident events & engagement program.

**WHO YOU ARE**
- Have a minimum of 2 years’ experience in a senior property manager or team leader roll.
- A supportive leader who will work in collaboration with our General Manager to lead and mentor the property management team to achieve excellence and deliver outstanding experiences for our residents and visitors.
- Demonstrate solid knowledge of the RTA and Victorian legislation.
- Interest in furthering your Real Estate career in a new sector to develop your understanding of BTR to maximise property performance and deliver on KPI’s.
- A strong communicator with a natural ability to build rapport and foster long term relationships.

**YOUR RESPONSIBILITIES**

The Resident Experience Leader is responsible for assisting with all day-to-day operations of the asset and ensuring an exceptional resident experience. The overarching duties are, but not limited to, managing resident move in and outs, all tenant related enquiries, routine inspections, ingoing and exit condition reports and assist with coordinating lease renewals, maintenance requests, leasing targets and notices required under relevant legislation.

Key responsibilities will include but will not be limited to:

- Drive your property management team to deliver outstanding results within all facets of the property management functions, focussed on resident satisfaction
- Assist all prospective residents, in-house residents, and guests in the most efficient and professional manner, exceeding expectations and delivering a high standard of customer service.
- Assist with the day-to-day property management of apartments
- Be thoroughly familiar with the management agreement and manage the property to achieve all associated Key Performance Indicators (KPIs).
- Conduct and complete routine inspections and reports within required timeframes
- Coordinate maintenance requests as required
- Liaise with third parties regarding building facilities management including maintenance, contract cleaners, security personnel to ensure smooth and efficient service to residents
- Ensure accurate accounting of all resident related accounts for occupancy fee and sundries
- Working alongside the General Manager to lead and mentor the property management and leasing team
- Manage and implement the integration of IT automation and initiatives into the property in order to increase efficiencies and reduce manual processes leading to higher productivity.
- Issues notices and rent increases via VCAT as required
- Prepare for and attend VCAT hearings as required
- Provided recommendations to the general manager of any building improvements and process reviews if required
- Assist with the preparation of the annual budget and budget assumptions, where required

Our mandatory requirements include:

- Hold Agent’s Representative Certificate lodged with Consumer Affairs Victoria to conduct Real Estate business and an interest to acquire a Victorian Real Estate License (if not already obtained)
- National Police Check (completed within last 3 months), at your own cost
- Valid work rights in Australia and New Zealand

**WHAT WE OFFER**

Across our workforce we have built an enviable culture of
**_trust_**:

- , _
**_engagement_**:

- , _
**_collaboration_**, and
**_fun_**. Our residents come from diverse backgrounds, and we want our teams to reflect this.

Our people are the heart of our business, and their contributions are valued and celebrated through ‘On the Spot’ Awards, Service Recognition, Quarterly and Annual Awards, and team events. We invest in the wellbeing and professional development of our team, by providing access to ongoing training and professional development, leadership modules, support to obtain Real Estate Qualifications where applicable (including renewals

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