Resident Services Associate

1 week ago

Cardiff, Cardiff, United Kingdom FPMR Ltd Full time £61,000

Property Management Recruitment are seeking a Resident Services Associate to join an exciting Build to Rent development in Cardiff The Resident Services Associate will deliver outstanding customer service to residents and all visitors to the building. As well as, establishing and maintaining relationships with the residents to best understand their needs.

Key Responsibilities:

  • Deliver an exceptional experience to every person, beginning with an unmatched first impression and building rapport with other team members, visitors, investor, clients, and both prospective and current residents
  • Management of complaints/problems/issues arising from Residents, ensuring that all complaints are dealt with quickly and efficiently.
  • All reported issues are recorded on the database, along with every communication with residents and any action taken.
  • Maintain and uphold a high standard by conducting routine inspections of all community amenities and common areas, and working with the service team or other teams to ensure that all areas are well-maintained.
  • Executes and assists with activities to support the leasing and lease renewal program.
  • Executes and assists with activities to in relation to any activities and events.
  • Responds quickly and courteously to resident concerns and questions and takes prompt action to solve problems and/or document and convey resident or other requests to the appropriate individual.
  • Follows established policies and procedures by monitoring and ensuring compliance with regulatory requirements, organisational standards, and operational processes related to area of responsibility and reporting violations or infractions to appropriate individual.
  • Follows health & safety procedures and policies in accordance with company, community, and departmental policies & procedures
  • Identifies areas for improvement and offers suggestions and recommendations to optimise efficiency and productivity.
  • Keeps abreast of current changes in technology, processes, and standards within the industry and area of responsibility by attending internal and external training classes, research and/or subscribing to the internet or other professional publications, or utilising other appropriate methods to obtain business and professional information, and applies knowledge and practices to area of responsibility
  • Ability to keep sensitive information highly confidential at all times
  • Day to Day concierge type services as required by the Development such as handling parcels, delivering post and other reasonable requests

Skills, Knowledge & Experience:

  • Have proven experience in residential services, leasing, guest relations, hospitality, sales, or marketing that demonstrates a customer service background.
  • Highly organised, must have good written communication skills and be able to multi-task.
  • Be proficient in executing exceptional customer service within a customer facing role.
  • Have excellent written and spoken English.
  • Possess exceptional IT skills including MS Word, Excel & Outlook (training will be provided for our internal database system)
  • Have excellent relationship building skills, both with entirely new and long-term residents and team members.
  • Be an efficient and organised individual with excellent communication skills and has a sensitive, professional and well-mannered nature.
  • Be able to work exceptionally well within a team dynamic and contributes to an established open culture.
  • Have the ability to follow company policies and procedures

Please be aware this role has an initial Monday to Friday working pattern and will evolve to cover 2 Saturdays per month with a day off in lieu.

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