Resident Relations Co-ordinator

2 weeks ago

Barking, United Kingdom Encore Estate Management Full time

**The role**:
The overall purpose of this job is to act as a first point of contact for our residents, you will be establishing and promoting a community environment, be available for residents and assist with their needs, assisting with administration tasks and promoting a positive atmosphere within a residential community.

You will all assist the Resident Relations Manager in maintaining the quality standards of the development, quickly and efficiently resolving all issues and providing an exceptional level of customer service to all residents within this prestigious development.

This role is perfect for someone with a Residential Concierge background who has an understanding of Service Charge or for an Assistant Property Manager who has strong customer facing skills.

Hours: Sunday to Thursday - 10am-6pm

**What you’ll do**:
Duties include but are not limited to:

- Greet lessees, residents and visitors warmly and make them feel welcome and attended too.
- Undertake & assist resident welcome meetings ensuring they are fully conversant with the development, how it operates and are aware of all that it has to offer.
- Assist residents and lessees, either via telephone, site portal/app or in person at the resident hub regarding maintenance issues, complaints, emergencies and additional requests.
- Provide a visible presence of on-site management at times of peak resident movement, i.e. mornings and evenings.
- Assist with the resident key handling services and apartment access permission/disclaimer forms including logging, receiving and handing out keys to authorised persons.
- To assist with the move-ins and move-outs of all residents to ensure that no damage or blockages occur in the communal areas.
- To create, update, operate and be fully conversant with local suppliers and be a literal library of information for the residents on demand
- Be fully conversant with the operation of the standard domestic appliances provided within the apartments.
- Ensure that all areas of the resident hub are clean and tidy at all times
- Ensure resident interaction is sufficiently documented to ensure a seamless customer service experience is achieved.

**Building Maintenance and Management**
- Assist with system testing around the development (including services such as emergency lighting and fire alarms/smoke vents).
- Report any faults and/or items to be repaired to the management team.
- Assist with gaining and recording meter readings.
- Where required assist with contractor signing-in/out/procedures and ensure they are working safely/ complying with Health & Safety regulations on site.
- Complete site walk arounds to look for issues on the estate, as required.
- To enforce discipline on contractors and other visitors if required in a firm but polite manner
- To obtain relevant daily building and visitor information from the team at the beginning of each shift; to be familiar and enforce with moving in/delivery procedures. (initially this will be with the client)
- To complete daily site records for occurrences and compliance requirements.
- Reactive Works: Handle reported maintenance issues in a timely and effective manner (following internal procedures), communicating with affected parties throughout the process.
- Health & Safety: Ensure that health & safety legislation, policies and recommendations are adhered to at all times.
- Online Portal: Ensure the online portal is kept up to date with relevant and accurate information.

**Team Management**
- To work as a team support the resident Relations Manager, and wider site-based team and subcontractors to maintain the high standards required for a high-class residential development, ensuring a 5 star service to the building and its client.
- To attend training sessions or meetings as required
- To perform any other duties as reasonably directed for the good management of the Estate.

**What we offer**:

- **20 days holiday + bank holidays**:

- **Cycle to work scheme**:

- **Perkbox**:

- **Fully funded training**:

- **Pension**:

- **Death in service after 3 years**

Pay: £27,000.00 per year

**Benefits**:

- Company events
- Cycle to work scheme
- Employee discount
- Health & wellbeing programme
- On-site parking
- Sick pay

Schedule:

- Day shift
- Weekend availability

Ability to commute/relocate:

- Barking: reliably commute or plan to relocate before starting work (required)

Application question(s):

- Do you have previous customer facing experience

Work Location: In person

Reference ID: Abbey Quay

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