Resident Services Associate

Role overview:

The Resident Services Associate is responsible for supporting the Resident Services Manager in ensuring the smooth operation of the building and providing exceptional customer service

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


Apply today!

£30,000 + bonus
Friday 14th February, 2020

Apply for Resident Services Associate