Resident Services Associate

3 weeks ago

Co West Midlands, United Kingdom FPMR Ltd Full time

Property Management Recruitment are seeking a confident and outgoing Resident Services Assistant to join an exciting Build to Rent development in Birmingham The Resident Services Assistant will deliver first class 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:

  • Hosting the communal reception and workspace as part of the front of house team, welcoming everyone as they arrive at and depart the development.
  • Being the first point of contact for telephone enquiries
  • Ensuring that all ground floor communal spaces are maintained to agreed standards and coordinating additional servicing of these areas as and when required.
  • Carrying out apartment tours and answering leasing enquires
  • Receive customer feedback, suggestions, and complaints and either deal with them directly or escalate them to the relevant parties.
  • Ensure that all customer interactions are recorded on the CRM system.
  • Receive and follow-up repair notifications from residents and arrange with internal or external contractors as appropriate.
  • Receiving and distributing parcels and secure mail to residents
  • Coordinating the booking of communal spaces by residents.
  • Ensuring that the gym and communal areas are regularly monitored to maintain a safe environment and to prevent misuse.
  • Preparing inventory check-in and check-out reports, including raising any charges
  • Move-in day property introduction and handover with new residents.
  • Actively engage with residents to build long-term relationships and be an active participant within the community.
  • Assisting with the organisation and running of resident events
  • Seek to exceed resident expectations through a total commitment to providing solutions of the highest possible standards. To approach each enquiry with a 'can do' attitude.
  • Ensure compliance with all relevant legislation and best practices, paying particular attention to the health and safety of staff, contractors and residents and maintaining appropriate records.
  • Assist in the coordination of the building emergency procedures, including fire safety protocols and Resident engagement.

Skills, Knowledge and Experience:

  • Previous admin experience in the property sector would be advantageous
  • Previous experience in a customer facing role is essential
  • Strong interpersonal skills
  • Proactive and dynamic taking ownership of all of core duties
  • Excellent communication skills displaying sensitivities to and understanding of residents' needs
  • Flexible and cooperative at all times, working as a member of a team
  • Dynamic approach, problem solving, well organized and ability to work well under pressure
  • Ability to think on their feet and make considered decisions
  • Outgoing, bubbly and friendly personality
  • Excellent written and spoken etiquette
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