Resident Services Associate

2 weeks ago

London, Greater London, United Kingdom PMR Full time

PMR are seeking an enthusiastic Resident Services Associate to provide exceptional customer service to an existing build to rent residential development in East London.

As the main point of contact with the residents, the successful postholder will be required to be polite, highly motivated and professional at all times.


OVERVIEW

  • Provide support to the Resident Services team to ensure that residents receive an excellent service, the building is maintained and managed efficiently to great standards.
  • Provide a professional and proactive point of contact for all customers (residents), general public, professionals, contractors and colleagues from other departments.
  • Working 40 hours per week, including a break for an hour, working up 10 days in every 2 week period across Monday to Saturday, covering the hours of 8am and 8pm.

RESPONSIBILITIES

  • 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 prelet inspections and scheduled inspections of communal areas
  • Managing defects, repairs and warrantee issues through to completion
  • Logging receipt and collection of customer parcels
  • Key management
  • Building security and resident administration in line with GDPR
  • Administrative duties including conducting right to rent checks, processing invoices, processing tenancy termination notices and producing system reports

QUALIFICATIONS, SKILL AND EXPERIENCE

  • Demonstrable experience of working in a busy administrative role is essential
  • Excellent organisational skills must be demonstrated together with effective time management and ability to consistently achieve tight deadlines is essential
  • Previous experience working in organisations providing market rent properties, travel & tourism or hospitality is essential
  • Good working knowledge of Microsoft Word, Excel, Outlook and the ability to adapt to bespoke databases is essential
  • Strong experience working at business/private events would be beneficial
  • Previous experience of working in a team, with the ability to successfully build and maintain working relationships and work collectively with colleagues
  • Strong written and verbal English and numeracy skills
  • Qualifications in Property or customer service would be advantageous
  • Excellent communication and customer service skills must be shown
  • Ability to use own initiative to problem solve and take ownership of tasks
  • Passionate about customer service
  • Demonstrable ability to think creatively and embrace new challenges daily
  • Goalfocused, positive and resilient with the determination to deliver exceptional outcomes for its residents and communities
  • Demonstrable experience of company Core Values (every home matters; people at the heart; leading the way and exceeding expectations)

CUSTOMER ENGAGEMENT & OPERATIONS

  • Carry out services such as meet & greet, reception, parcel handling, inspections, lettings viewings and adhoc tasks, ensuring the provision of an excellent frontline 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 coordination between the customer services team and other areas of the business to enable the efficient working of the frontline service
  • Handle day to day enquires from residents and complaints escalating where required Operations
  • To ensure the delivery of highquality services including front & back of house functions, amenity space management, voids & unit management, tenancy, income management and tenant involvement
  • Manage & coordinate resident bookings of amenity space and cleaning as required
  • Assist in the smooth running of the letting process from offer acceptance to movein and settling of new tenants.
  • Liaise & 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 & Greet residents and handle complaints to an effective resolution
  • Host & attend regular events for residents, ensuring that events are run smoothy 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
  • Assist with drafting the Resident Service budget, monitoring it regularly and ensuring expenditure is within target

OTHER

  • Any adhoc tasks as requested by the Resident Services Manager, including, but not limited to general site cleaning, litter picking and carrying out "building walks" to review cleanliness and where appropriate addressing all areas that need tidying up orcleaning.
  • Respond to out of hours emergency calls in absence of manage
  • Represent the company as required
  • Actively contribute to delivering objectives
  • To be customerfocused in all dealings with residents

  • Resident Services Associate

    2 weeks ago

    London, Greater London, United Kingdom Reed Full time

    Resident Services AssociateJob Type: Full-timeLocation: LondonSalary: £28,000 per annumAre you passionate about delivering exceptional customer service? Do you thrive in a role where no two days are the same? As a Resident Services Associate, you will be the face of our front of house team, providing top-notch service and ensuring our building is a...

  • Resident Associate

    2 weeks ago

    London, Greater London, United Kingdom The Property Recruitment Company Full time

    Property Recruitment Company is pleased to be recruiting a Resident Associates for a North West London based BTR development. Our client is a well-established BTR provider.Resident Associates are a pivotal member of the front of house team, ensuring that Residents receive an excellent service, the building is maintained and managed efficiently to a high...

  • Assistant Resident Services Manager

    2 weeks ago

    London, Greater London, United Kingdom FPMR Ltd Full time

    Assistant Resident Services Manager - Build to Rent PMR are seeking an enthusiastic Assistant Resident Services Manager to be part our client's on site team for their Build to Rent development in East London Responsibilities: Support the Senior Resident Services Manager (SRSM) in the safe management of the operations for the relevant BTR site. Support the...

  • Temporary Resident Associate

    2 weeks ago

    London, Greater London, United Kingdom Quintain Full time

    Job Ref:QUI1208Branch:Quintain Living Hub, Wembley ParkLocation:Quintain Living Hub, Wembley ParkSalary/Benefits:Competitive Salary and BenefitsContract type:PermanentHours:Full TimeShift pattern:Monday to Sunday 8am to 8pmHours per week:37.5 hours per weekPosted date:29/02/2024Closing date:17/03/2024Quintain Overview:Quintain is an award-winning mixed-use...

  • Service Support Associate

    2 weeks ago

    London, Greater London, United Kingdom FPMR Ltd Full time

    Resident Services Associate - East London PMR are seeking an enthusiastic Resident Services Associate to work with our client, one of the UK's leading Build to Rent providers, based at their residential scheme in East London. You will contribute to an exceptional resident experience through the provision of a first class customer service. Face to face...

  • Resident Services Officer

    2 weeks ago

    London, Greater London, United Kingdom Southwark Council Full time

    Additional salary detailsBenefits and more information:The role About Southwark**About the Role:Working with a team of 10 Temporary Accommodation Resident Service Officers (TA RSO), you will deliver a customer-focused responsive housing management service to our residents in Temporary Accommodation.You will be the first point of contact for residents and act...

  • Resident Services Manager

    2 weeks ago

    London, Greater London, United Kingdom PMR Full time

    Community and Resident Wellbeing CoordinatorWelcome to an exciting opportunity at our client's Build to Rent asset in North West London. As the Community and Resident Wellbeing Coordinator, you will play a crucial role in enhancing the overall living experience for residents through engaging programming and top-notch customer service.Ensure a seamless...

  • Receptionist

    2 weeks ago

    London, Greater London, United Kingdom Resident Hotels Full time

    _Resident Hotel Victoria is currently recruiting for Receptionists to join their vibrant London teams_The Resident has an impressive track record for guest satisfaction, being in the top 5% on TripAdvisor in all of its hotels - located in Kensington, Soho, Victoria, Covent Garden and Liverpool We recognise that it is our team members' thoughtfulness, genuine...

  • Resident Liaison Advisor

    2 weeks ago

    London, Greater London, United Kingdom Phoenix Community Housing Full time

    Phoenix Community Housing is looking for a resident liaison advisor to join a unique and award-winning housing association. The resident liaison advisor's role ensures that customers receive all the information and support they need to manage the disruption caused when major or extensive works are carried out to their homes. You will work with colleagues,...

  • Resident Engagement Officer

    2 weeks ago

    London, Greater London, United Kingdom Novax Recruitment Full time

    Resident Engagement OfficerRedbridgeContract£19 UmbrellaWe are currently looking for a Resident Engagement Officer for a role in Redbridge. The postholder will focus on resident and community engagement in the provision on new Council homes. To assist in the provision of an efficient and effective resident engagement service, building the capacity of...

  • Financial Reporting Manager

    2 weeks ago

    London, Greater London, United Kingdom Resident Advisor Full time £45,000 - £65,000

    Join Resident Advisor's Finance TeamResident Advisor (RA) is a prominent music media brand established in 2001, serving as a pivotal player in the dance, electronic, and DJ realm.With an audience exceeding 6 million monthly users, RA captivates its followers through a blend of news, editorials, club listings, and ticketing services. Additionally, RA...

  • Resident Service Manager

    2 weeks ago

    London, Greater London, United Kingdom Integro Partners Full time

    Resident Service Manager£26,000 plus bonus of 10%ManchesterWe are excited to present an exceptional opportunity for a talented individual to join as a Resident Service Manager, As part of our dynamic team, you will be the primary, customer facing representative for our current and prospective residents, ensuring an exemplary experience from first enquiry to...

  • Resident Services Manager

    2 weeks ago

    London, Greater London, United Kingdom Civitas Charity Recruitment ltd Full time

    Civitas Charity Recruitment are delighted to be working with a fantastic elderly charity who have provided residential care in London for over 300 years. The charity aims to support elder people as they grow older, via their health and wellbeing team, domiciliary care team and residential nursing care. An exciting opportunity exists for a Resident Services...

  • Resident Services Manager

    1 month ago

    London, Greater London, United Kingdom Civitas Charity Recruitment ltd Full time

    Civitas Charity Recruitment are delighted to be working with a fantastic elderly charity who have provided residential care in London for over 300 years. The charity aims to support elder people as they grow older, via their health and wellbeing team, domiciliary care team and residential nursing care. An exciting opportunity exists for a Resident Services...

  • Resident Services Manager

    2 weeks ago

    London, Greater London, United Kingdom Deverell Smith Recruitment Ltd Full time

    Overall PurposeThe role is responsible for delivering the business promise by driving an excellent resident living experience that is positive and effortless. Working with the team, the Resident Manager ensures neighbourhoods are optimally occupied and properties are prepared to a high standard for viewing.Key Relationships:Internal: Resident Managers, wider...

  • Resident Involvement Officer

    2 weeks ago

    London, Greater London, United Kingdom Newlon Housing Full time

    Newlon Housing Trust is a successful charitable housing association and one of the major providers of new affordable housing in north and east London.Working closely with the Resident Involvement Manager and as part of the wider Service Improvement Team, you will support existing and new resident groups through the development and facilitation of specific...

  • Service Charge Officer

    2 weeks ago

    London, Greater London, United Kingdom 4Recruitment Services Full time

    4Recruitment Services are seeking to assist our housing association client based in South London.You will be responsible for ensuring there is accurate, consistent, timely and transparent reporting and accounting of service charges for all residents, across all tenures.The role is very much a customer orientated role, dealing with any queries, complaints or...

  • Resident Liaison Officer

    2 weeks ago

    London, Greater London, United Kingdom MMP Consultancy Full time

    MMP Consultancy are looking to recruit Resident Liaison Officers to work for a Housing Association. This will be on a temporary to permanent contract, working as part of the Planned Works team.Responsibilities: Effectively liaise between residents and contractors to ensure that resident requirements are met and any issues are promptly and suitably addressed....

  • Senior Resident Services Manager

    2 weeks ago

    London, Greater London, United Kingdom PMR Full time

    PMR are seeking an experienced Senior Resident Services Manager to provide onsite lettings and property management services to two exciting build to rent residential developments in East London while managing the on-site teams. As well as, ensuring a highlevel of customer service is provided to residents at all times and engaging with residents to create a...

  • Residence & Business Office Administrator

    2 weeks ago

    London, Greater London, United Kingdom YMCA Full time $62,400

    Residence & Business Office Administrator Employment Type Full-Time Job Category Borough Brooklyn Location Salary: $62,400 Annually The YMCA of Greater New York is here for all New Yorkers — to empower youth, improve health, and strengthen community. Founded in 1852, today the Y serves a diverse population of more than half a million New Yorkers...