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Resident Services Associate

Resident Services Associate

Based Leeds

5 day rota - Monday to Sunday

An exciting position with one of the UK's leading Build to Rent investor developers has become available for a brand new site in Leeds. The company have won several awards and have gone from strength to strength with a real focus on the Private Rented Sector. They are proud of what they do, how well they do it and of the people that work for them. This is an opportunity to be part of a new launch.

You will be a pivotal member of the front of house team, ensuring that residents receive an excellent service, the building is maintained and managed efficiently to the company standard, and the team works as one.

Responsibilities

Customer Service

  • Duties include: meeting and greeting residents, reception, parcel handling, inspections, lettings viewings and ad-hoc tasks, ensuring the provision of an excellent front-line service to residents and other customers on the phone, in writing and in person

  • Ensure the resident move in and move out process is seamless

  • Ensure effective co-ordination between the customer services team and other areas of the business to enable the efficient working of the front-line service

  • Handle day to day enquires from residents and complaints escalating where required

Operations

  • To ensure the delivery of high-quality services including front and back of house functions, amenity space management, voids & unit management, tenancy, income management and tenant involvement

  • Manage and co-ordinate resident bookings of amenity space and cleaning as required

  • Assist in the smooth running of the letting process from offer acceptance to move-in and settling of new tenants

  • Liaise and book contractors, cleaning and maintenance operatives

  • Contribute to the formulation, review and development of policies and procedures, ensuring they are implemented and targets are achieved

  • Keep abreast of H&S and industry relevant changes in legislation, practice and policy, initiating changes as required

  • Prepare and update all local information and resident handbook content

Customer Engagement

  • Identify opportunities for enhanced service delivery to optimise customer experience

  • Meet and greet residents and handle complaints to an effective resolution

  • Host and attend regular events for residents, ensuring that events are run smoothly and marketed effectively through social media and other methods of communication

Reporting

  • Prepare and ensure the delivery of shift handover documents

  • Log all, distribute and receipt keys, parcels and visitors

  • Assist with drafting the budget, monitoring it regularly and ensuring expenditure is within target

Other

  • Respond to out of hours emergency calls in absence of manager

  • Represent the business to the highest standard

  • Actively contribute to delivering objectives

  • To be customer-focused in all dealings with residents

Requirements

  • Previous experience working in organisations providing market rent properties, travel and tourism or hospitality is essential

  • Strong experience working at business/private events would be beneficial

  • Previous experience of working in a team

  • Strong written and verbal English

  • Qualifications in property or customer service would be advantageous

  • Previous experience of working and achieving targets

  • A good communicator with strong interpersonal skills, including the ability to listen

  • Well groomed and professional appearance

  • Passionate about customer service

  • Ability to build relationships and work collectively with colleagues

  • Demonstrable ability to think creatively and embrace new challenges daily

  • Goal-focused, positive and resilient with the determination to support the business in delivering exceptional outcomes for its residents and communities

This is an urgent requirement and we anticipate a lot of applications so please don't delay in sending your CV in order to be considered.