Resident Host

6 months ago

Manchester, United Kingdom Get Living Full time

**Overall Purpose**

This role is the host and centre of the neighbourhood community and engages daily with residents, connecting people and creating a unique and memorable experience for residents. This role is responsible for delivering resident satisfaction by providing efficient and welcoming assistance with all requests, ensuring a smooth and seamless operation combined with a high customer service levels. This part-time role, will work 5 or 6 out of 7 days Monday Saturday, a shared role with 2 team members working on a rotational job share basis, 44 hours a week between them.

**Key Responsibilities & Accountabilities**
- Communicate effectively with residents, visitors, colleagues, couriers, and contractors, welcoming all residents and visitors with a warm and friendly approach in a professional manner.
- Challenge with confidence any unknown visitors in a personable and professional manner.
- Retrieve residents parcels from the parcel room upon request in a timely manner.
- Assist couriers in the delivery of parcels to the correct shelf space in the parcel room.
- Oversee parcel / postal delivery services ensuring that all rental boxes provided are used correctly and ensuring that residents are notified of deliveries awaiting collection.
- Conduct regular inspections of the parcel room ensuring it is clean and tidy.
- Assist residents with all queries about premises facilities.
- Stay current with residents and neighbourhood activity providing recommendations to residents about the local area, attractions and upcoming events.
- Be aware of all premises operations and uphold general oversight of safety and compliance measures. Communicate effectively with all relevant teams to ensure a smooth running of premises operations.
- Assist with daily shift handovers ensuring all outstanding issues are communicated effectively to ensure efficient handover and continuation of investigations into finding resolutions.
- Attend all regular meetings as required and fulfil any additional / ad hoc duties as required.

**Key Relationships**

**Internal**:Neighbourhood, leasing and customer hub teams, estate management team (security), all internal departments, other GL neighbourhoods.

**External**:Residents, third party contractors and suppliers, all relevant service providers, all relevant retailers.

**Other Responsibilities**:
**Financial**
- Ensure all resident payments are processed correctly at point of sale.
- Identify/analyse ways to optimise financial performance to reduce Cost Per Unit (CPU).** People**
- Build and develop effective working relationships with the neighbourhood team.
- Attend daily team briefs and communicate clear and consistent focus on operational objectives/goals.** Health & Safety**
- Ensure all legal, statutory and servicing compliance is carried out and that such requirements are met and maintain accurate and up-to-date records using data management system.
- Ensure all licensing objectives and control measures are delivered.
- Assist with Crisis Management and Office evacuation measures including planning and annual training.
- Ensure all records are maintained and available for compliance audit purposes at all times**
Qualifications & Experience**
- Proven track record of strong customer service experience within residential and/or service sectors.
Key Skills & Competencies**
- Excellent verbal and written communication skills
- Proven track record of outstanding customer service skills
- Self-motivated / driven / pro-active / initiative / solutions driven.
- Excellent attention to detail and organised approach to work
- Enthusiastic approach to create an unparalleled service.
- Ability to engage confidently with residents.
- Demonstrate flexibility, adaptability and cooperation with residents and colleagues alike.
- Ability to work under pressure whilst remaining calm

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