Residential Concierge (Nights)

Resident Services Associate - Nights

Based: Manchester

Shift Pattern: 5:30 pm to 5:30 am, 4 on 4 off (hour break)

An exciting position with one of the UK's leading Build to Rent investor developers has become available for a brand new site in Manchester. The company has won several awards (including Property Company of the Year) and have gone from strength to strength with a real focus on delivering exceptional homes and brilliant customer service. 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 newly launched residential development.

The Residents Services Associate (RSA) is a pivotal member of the front of house team, ensuring that residents receive excellent service, the building is maintained and managed efficiently to company standard, and the team works as one.

The Role

• Deliver the customer service strategy and standards
• Increase resident satisfaction with service delivery
• Deliver high-quality resident services
• Work closely with company wide colleagues to ensure excellent customer service
• Encourage and support resident engagement
• Promote the company and build good relationships with external partners

Duties and Responsibilities

Customer Service

• Carry out services such as meet & greet, reception, parcel handling, inspections, lettings viewings and ad-hoc tasks, ensuring the provision of 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

Operations

• To ensure the delivery of high-quality services including front and back of house functions, amenity space management, voids and 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
• Draft and manage the Resident Service budget, monitoring it regularly and ensuring expenditure is within target

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 to 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