CX London Job Spec

Could be job titles -

Community & Operations Lead

Member Experience Manager

Community & Leasing Manager

Customer Success Manager

🌍 A little about Cohabs

Cohabs is an international co-living company on a mission to shape a better tomorrow by improving the way we live today. We create sustainable, community driven shared homes across the world! Thoughtfully designed spaces where people connect, collaborate, and belong.

Founded in Brussels and now active in cities like New York, Paris, and London, we are growing fast and looking for passionate people to join us in redefining urban living.

🏡 A little about Cohabs in London

London is one of our newest and most exciting markets, redefining what shared living means in the country’s capital. Our community here is growing rapidly, and we are building beautiful homes across London with a strong focus on connection, comfort, and community. From West Hampstead and Elephant & Castle to Finsbury Park, our London members are global citizens, professionals, and creatives who call Cohabs their chosen home!

💼 About the role

We are looking for a passionate and people oriented team member to lead community experience, drive room leasing, and ensure our properties are running smoothly in London. This role is all about being the local face of Cohabs. You will be the connector between our members, operations, and global teams, with a finger on the pulse of what makes London living great! We are looking for somebody who can -

🤝 Community

• Build strong relationships with members and act as their go-to support across all houses
• Proactively solve problems and contribute to a welcoming, inclusive atmosphere
• Plan, budget, and organise regular community events and initiatives
• Own CSAT & NPS tracking, reporting, and strategy
• Gather regular feedback and work with internal teams to improve the member experience
• Represent Cohabs culture on the ground, bringing warmth, fun, and energy to every interaction

🏷️ Sales & Leasing

• Manage a pipeline of room applications from enquiry through to lease signing
• Host virtual and in-person tours with prospective members
• Confidently handle calls, messages, and follow-ups with potential leads
• Reach KPIs related to room leasing and occupancy
• Deliver an authentic Cohabs experience from first contact to move-in

🛠️ Property

• Manage our internal ticketing system (via the Cohabs CRM and app) to track and follow up on maintenance requests
• Liaise with members and property specialists to resolve issues efficiently and empathetically
• Conduct regular site visits to ensure property standards are met
• Collaborate with development and design teams to build new homes that meet local member needs
• Support the smooth onboarding of new properties into the London portfolio

As a key player in a fast growing start-up environment, you will need to be ready to dive into all departments of the organisation. From collaborating with marketing to contributing to finance, this role requires flexibility and a hands-on attitude. You will have the opportunity to truly put your stamp on Cohabs in London, driving operational improvements and shaping the future of our community. We are looking for someone who is not just reactive but proactive in proposing and implementing change that will elevate the member experience and the Cohabs brand!

🎯 What we’re looking for

• Someone with strong interpersonal and communication skills - you love working with people!
• Highly organised and detail oriented, with the ability to juggle tasks across community, sales, and operations
• A self-starter who thrives in fast paced, ever changing environments
• You are data driven and comfortable working with feedback metrics (like CSAT, NPS, etc.)
• Comfortable using CRM systems or willing to learn and adapt quickly
• Previous experience in property management, community management, real estate, or customer success is a big plus
• Someone who genuinely believes in the power of community and wants to build something meaningful

📍Location

London-based with the flexibility to visit our properties regularly

🎁 Perks & Benefits

• Competitive salary
• Real ownership and autonomy - your ideas matter here!
• The chance to work in a values-driven, mission-led company that’s all about building community
• Team-building trips with the global Cohabs crew — always somewhere fun ✈️
• Private healthcare
• Paid-for Oyster card for work-related travel across London
• A friendly, international team that feels more like a group of friends than just colleagues

Property Manager - Job Description

Purpose

To oversee and manage the operations of all assets within a retail focused portfolio, including complex and high value property.

Key Responsibilities

• Oversee the day-to-day management undertaken by on site Staff.
• To support National Property Manager
• To train, support and assist Regional Estate Managers.
• To oversee on site Quarterly Health & Safety Meetings.
• To ensure on site Statutory Compliance is met and records are maintained.
• To progress tenant applications for assignments and sub-lettings.
• To progress tenant applications for Landlords consents to carry out alterations.
• To work with Credit Control to ensure recovery of rent and service charge arrears.
• To facilitate the answering of tenant’s service charge queries.
• To administer with on-site staff (where applicable) the implementation of the agreed service charge budgets.
• Working with the Asset Manager and on-site staff in the preparation of annual service charge budgets to include the preparation of explanatory notes to be issued to the tenants.
• Working with the Account Team and Centre Management the preparation of end of year service charge expenditure statements together with the preparation of explanatory notes to be issued to tenants.
• Answering general management queries made by tenants.
• Working with Centre Management and the Regional Estates Team to prepare, implement and oversee PPM’s.
• Working with Centre Management, the Regional Estates Team and Consultants to ensure the M&E remains in full working order.
• Reviewing and implementing the recommendations made within periodic Health & Safety Reports.
• Reviewing and implementing the recommendations made within periodic Building & Engineering Insurance Reports.
• Oversee void premises inspections and management regimes to ensure the premise are maintained in good repair and in a safe condition for viewing purposes.
• To ensure Rates Mitigation is applied as required by company policy.
• Undertake periodic inspections to ensure the schemes are being maintained and presented to a good standard.
• To work with the Insurance Team on progressing property and public liability claims.
• Working with the Asset Manager and Regional Estates Team to “White Box” vacant units in order to secure new tenants as quickly as possible.
• Working with the Asset Manager to build up working relationships with adjacent property owners and local Authorities.
• Overseeing/implementing service provider periodic contract tendering progresses to ensure value for money is being received at all times.
• Any other property management duties as shall reasonably be assisting the Asset Manager.
• Overseeing the implementation and efficient running of the group lift maintenance contract.
• Assisting Asset Managers as required to answer general service charge queries.
• Assisting Asset Managers as required to implement and develop service charge strategies to ensure lease compliance and maximum recoverability over the whole of the retail profiles managed from Evolve Estates.
• Assist with any special projects as required.

Person Specification

• Good communication skills
• Strong leadership skills
• Ability to prioritise work
• Interpersonal skills
• Organizational skills
• Ability to present advice in a coherent and succinct fashion

Qualifications / Training

• MRICS or Assoc RICS desirable
• Ability to use industry software – Qube, Horizon, Coyote

Acquisitions & Investment Associate – Build-to-Rent (BTR)

Company Overview

PLATFORM_ is a fast-moving and successful BTR business, operating in one of the most exciting and recognised subsectors of the real estate market. As a fully integrated UK-wide investor, developer, operator and asset manager, PLATFORM_ has an operational portfolio of over 1,500 units and a secured development pipeline of over 2,000 new apartments. The total completed value of the portfolio is well in excess of £1 billion.

PLATFORM_ is backed by Westrock, a long-established and multi-faceted private family property company headquartered in central London. Over the past three decades, Westrock’s team has collectively invested in and managed over £8 billion of assets across the globe. In addition, PLATFORM_ has partnered with a number of institutional investors.

PLATFORM_ intends to grow the business through both direct development and the acquisition of completed buildings. The emphasis is on identifying sites in major towns and cities including London. This will be done through direct development, joint ventures, forward commitments and the purchase of stabilised assets.

This is an exciting opportunity to join one of the country’s most innovative and prolific BTR companies. With a fully integrated structure, the team comprises some of the industry’s leading experts who are delivering projects from acquisition, planning and design, through procurement and development to marketing, leasing and operations.

Overview of the Role

PLATFORM_ is seeking an Acquisitions & Investment Associate to join the property team at our smart and modern HQ in Marble Arch. The role demands an ambitious, intelligent, dynamic and analytical individual.

The individual will be responsible for sourcing new opportunities and liaising with potential co-investors.

The position will be based in London and the role will involve some national travel.

Principal Responsibilities

• Identifying development and investment opportunities in the BTR sector
• Liaising with potential co-investors and securing their support for new acquisitions
• Conducting thorough market research for target locations, including analysis of demographics and property comparables;
• Preparing financial appraisals and cash flow models;
• Maintaining an existing network and establishing new contacts across the real estate sector to ensure deal flow;
• Filtering viable opportunities in a timely and efficient manner;
• Reporting to the deal sourcing committee on a weekly basis;
• Compiling investment memorandums and briefs, for both internal and external purposes

 Personal Qualities:

• Pro-active, self-motivated and adept at using own initiative.
• Exceptional confidence, independence and interest in working in a non-hierarchical and entrepreneurial environment.
• Naturally curious about new markets and locations, with the ability to assimilate and process information quickly
• Attention to and care for detail in all work.
• Ability to multi-task, prioritize and work quickly to a high standard under pressure.
• Positive energy and contribution to team spirit.
• Ambition and desire to build personal skill-set and value in the role.
• Excellent communication skills with fluency in written and spoken English. Other languages not required.
• Strong alignment with PLATFORM_ values: Customer Focussed, Commercial, Innovative, Collaborative, Integrity & Passionate

 Candidate Attributes:

• Deal making mentality with proven record of originating and closing transactions
• Strong academic record
• University degree from a high-calibre institution
• Excellent inter-personal skills with the ability to network, negotiate and build relationships at all levels.
• Highly numerate with a strong skillset in preparing financial appraisals and cashflows in Excel form.
• Competent user of Microsoft PowerPoint and Word