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Resident Services Associate

Main duties:

• Work as part of a team, supporting and respecting other team members to deliver exceptional customer experience
• Communicate professionally with customers, contractors and colleagues, demonstrating a clear understanding of the issue and using initiative to respond accordingly
• Send all welcome communications to customers, including the arranging of home demonstrations
• Act as first point of contact for customer service issues, including complaints, welfare and repair requests. Where possible, resolve issues directly or escalate to the Resident Services Manager/Senior Property Manager in accordance with company procedures
• Manage defects, repairs and other issues through to completion
• Embed customer involvement by involving and consulting customer to find ways to shape, improve and deliver services to meet their needs
• Actively promote properties to prospective customers, conducting viewings and providing accurate site information, ensuring contact details are retained and progressed as necessary, whilst complying with GDPR
• Undertake pre-let inspections to ensure properties are ready for occupation
• Undertake scheduled inspections of communal areas and individual units 
• Key management, ensuring all keys are in place for Lettings 
• Liaise with the council and utility companies to notify them of residents moving in and out. This will also include the management of council tax and utility payments for void properties
• Manage and maintain relevant administration and reporting systems to produce statistical reporting
• Receive customers post and deliveries
• Comply with Health and Safety working practice
• Respond to emergencies, both during and out of hours in a professional and diligent manner
• Other duties as and when required including, conducting right to rent checks, providing administrative support to the Onboarding team and the Resident Services Manager, processing invoices and processing tenancy termination notices
• Face to face resident interaction, building a good relationship and rapport with customers ensuring they feel welcome, safe and at home
• Conducting customers viewings and tours where required
• Undertaking pre-let inspections and arranging any necessary works, ensuring properties are ready for occupation
• Dealing with the move out process, including dilapidations and returning damage deposits 
• Logging receipt and collection of customer parcels
• Building security and resident administration in line with GDPR
• Ad-Hoc duties as and when required


Shift patterns range between 7am to 9pm, 5 days per week, arranged on a rota basis.

Skills and Experience:

• A reasonable level of general education educated to O’ Level / GCSE level or equivalent with demonstrable written and numerical skills is desirable
• Awareness of H&S requirements on site
• Continually strives to improve knowledge, skills and abilities to produce the best results 
• Helpful, friendly personality with effective communication skills
• Behave in a professional, courteous and helpful manner towards colleagues and residents at all times
• Be a positive advocate for change, highlighting and implementing business improvement initiatives
• Adopt a team work approach
• A flexible approach to work
• Positive attitude and ability to work with little supervision
• Smart and presentable in appearance
• Continually strives to improve knowledge, skills and abilities to produce the best results
• Competent in Microsoft Word, Excel and Outlook
• Strong proven record of providing excellent customer service in a customer facing role
• Previous experience in residential property management sector is desirable
• Knowledge of other languages may be an advantage
• Demonstrable ability to implement H&S on site when required

£24,000 to £26,000
Saturday 22nd February, 2020