Newcastle upon Tyne, England
22 September 2021
21 November 2021
Resident Services Associate
Monday to Friday (occasional Saturdays)
42 hours per week
Hours on a rota basis between 8am-11pm
A site-based position with one of the UK's leading Build to Rent operators has become available for a high end, luxury residential development in Newcastle. 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.
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. This role will report to the General Manager, providing an exceptional resident experience through delivery of first-class customer service.
Carry out services such as meet & greet, 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 to include property checks
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
To ensure the delivery of high-quality services including front & back of house functions, amenity space management, voids & unit management, tenancy, income management and tenant involvement
Manage & 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 & 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
Identify opportunities for enhanced service delivery to optimise customer experience
Meet & Greet residents and handle complaints to an effective resolution
Host & attend regular events for residents, ensuring that events are run smoothly and marketed effectively through social media and other methods of communication.
Prepare and ensure the delivery of shift handover documents
Log all, distribute and receipt keys, parcels and visitors
Assist with drafting the Resident Service budget, monitoring it regularly and ensuring expenditure is within target
Previous experience working in organisations providing market rental properties, travel & tourism or hospitality is essential
Strong experience working at business/private events would be beneficial
Strong written and verbal English
Qualifications in property or customer service would be advantageous
Previous experience of working towards and achieving targets
A good communicator with strong interpersonal skills, including the ability to listen
Well-groomed and professional appearance
Passionate about customer service and team work
Demonstrable ability to think creatively and embrace new challenges daily
Goal-focused, positive and resilient
We anticipate a high volume of applications for this position with one of our top clients, so please do not delay in applying so we can arrange a call with you.