Resident Service Associate - Build To Rent

Resident Services Agent - Manchester £21,000

Job Description

Main duties of role    

  • To provide a warm and courteous welcome to all residents and visitors.
  • To actively engage with residents, visitors, colleagues and contractors to provide a seamless experience for residents.
  • To co-ordinate day-to-day operations ensuring quality and service delivery meet and exceed resident’s expectations at all times.
  • To anticipate residents’ needs by engaging and asking questions to understand those needs to be able to adapt services to those needs when required.
  • To maintain an awareness of cultural differences needed to meet specific requirements of residents.

People and interpersonal skills 

  • Excellent communication skills and able to display sensitivity and understanding of resident’s needs.
  • Excellent customer relations skills, a sense of humour and plenty of energy and enthusiasm.
  • Must be pro-active and able to use initiative to enhance the reputation of the building.
  • Professional presentation, confident and outgoing nature.
  • Well organised, ability to problem solve and works under pressure.
  • Able to demonstrate an organised and professional approach and ability to prioritise.
  • A great team player who takes ownership and responsibility.
  • A logical thinker who is able to spot errors and resolve issues.


  • A good level of education with strong written and verbal communication skills.
  • A sound understanding of Health and Safety principals, methods and assessments.
  • Good level of computer literacy including Microsoft Word, Excel and Outlook.

Role responsibilities and tasks

Customer service and marketing 

  • Attention to detail on all aspects of the role to ensure high levels of customer service and maintaining and managing the building to an immaculate standard.
  • To handle all front of house incoming calls/enquiries and ensue a warm, welcoming environment for residents and visitors using the agreed salutation.
  • To ensure an accurate log is maintained for any visitors or deliveries and that these are announced to the resident.
  • Interact with customers to obtain feedback on the quality of product, service levels and overall satisfaction levels.
  • To ensure a daily log is kept of any incidents, resident requests or shift handovers.
  • To check, read and action emails and other requests regularly and on a timely basis.
  • Assisting tenants moving into their apartment and completing apartment and appliance inductions as needed.
  • Liaising with line manager in respect of customer surveys and feedback, identifying areas for change and improvement.
  • To ensure a great working relationship is maintained with the client.
  • To encourage and motivate colleagues to perform their best, take responsibility for tasks, make decisions and provide input on possible improvements.


Building Maintenance / Health and Safety / Fire Safety

  • Supporting residents when moving out.
  • Supporting residents with any queries and ensuring any maintenance reports are actioned quickly and efficiently.
  • Undertaking daily and weekly inspections of building.
  • Co-ordinating spot cleaning and addressing any clean up issues as they arise.
  • Co-ordinating all day-to-day site services and sign-off in accordance with the Letting and Management policies.
  • Ensuring the building is a safe environment in which to live and work and that it is managed in accordance with the Letting and Management procedures.
  • Recording all safety checks, contractor visits and completing on-site reports including daily activity logs.
  • Establishing and developing working relationships with suppliers and contractors.
  • Parcel management including sign-in and out for residents.
  • Available to respond to out-of-hour emergencies.
  • Follow property specific procedures for handling emergency situations.
  • Identify and correct unsafe work procedures or conditions and report then to management.


  • To carry out regular floor walks and security checks of the building and reporting and logging any details as required.
  • Report work related accidents or other injuries immediately upon occurrence.
  • Follow client and department safety and security policies and procedures to maintain a clean, safe and secure environment.
  • Maintain awareness of suspicious persons on property premises.


  • Maintaining and managing petty cash float as per company procedure.
  • To maintain an organised and tidy work area including reception area, lobby and resident floor corridors.
  • Protect the privacy and security of residents, guests and co-workers.
  • Maintain confidentiality of proprietary materials and information.
  • Ensure personal appearance is in compliance with company policy.
  • Any other reasonable tasks asked to be performed by the management according to changing business needs.
£20,000 - £21,000
Friday 4th June, 2021

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