Senior Resident Services Associate

4 months ago

Glasgow, United Kingdom Dandara Living Full time

Dandara Living is seeking a Resident Services Associate at our prestigious Granary Quay build-to-rent operations. With 342 apartments this presigious new building will allow someone to excel as part of the Resident Services Team on site, responsible for the customer experience for all contact residents and their guests have with Dandara Living and our schemes.

Working 5 days in 7 for 40 hours per week on a rota

**What you will do**:
**Customer Service and Resident Engagement**
- As one of the first points of contact with Dandara Living the highest level of customer service and professionalism is expected.
- Provide first class customer service to residents.
- Dealing with resident and guest enquiries
- Be proactive in listening to resident feedback and action any reasonable requests that may arise.
- Deal with incoming and outgoing post and parcels
- Booking and managing of resident amenity spaces, ensuring resident amenity spaces are kept tidy and presentable.
- Deal with noise complaints and escalating where appropriate.
- Creating a community feel through communication, events, and innovations.
- Assisting with resident communication via various channels including social media, updating site wide communications / residents’ portal as required
- Assisting on open days and residential events
- Organising and running resident services via third parties and in house
- Liaise with line manager in respect of customer surveys and feedback, identifying areas for change and continuous improvement.

**Team Leadership**
- Supporting the Resident Services Manager in the running of the Resident Services Team
- Assisting with training and development of RSAs on-site
- Assist with managing the shift patterns of the Resident Services Team
- Providing shift pattern cover with the team as and when required
- Confident user of our internal CRM systems, to then support the training of new team members
- Respond to out-of-hours emergencies as required
- Undertake other duties from time to time as required.

**Leasing**
- Conducting viewings of the building and the apartments with potential residents
- Assist with the qualification of web prospects when enquiring about living at the development.
- Ensuring applicants comply with company procedures and provide all legally required paperwork, including Right to Rent and KYC Identification, before move in
- Conduct move-in appointments, inventories, and meter readings.
- Issuing of keys on move-in and key replacements
- Dealing with vehicle parking and keeping accurate records
- Coordinate and manage tenancy inspections, mid-term and at move-out
- Updating inventory feedback and actioning any point raised
- Assisting in credit control for the collection of rent and parking charges

**Safety, Maintenance and Administration**
- Logging maintenance issues
- Ensuring all enquiries and repair issues are dealt with in line with agreed service levels.
- Ensure maintenance issues are prioritised and closed promptly with the FM team.
- Carry out security walks and building inspection walkarounds as and when required.
- Ensure the security of the building is always maintained.
- Health and Safety compliance - to include regular system testing and gym checks
- Ensure the building is a safe environment in which to live and work and that company procedures manage it.
- Record contractor visits and complete on-site reports to include daily activity logs. Keep a register of works carried out and issue permits to work.
- Ensure communal areas, such as bin stores, car parks, and cycle stores, are maintained and well-kept.

**What you will have**:

- **Key Skills & Experience**
- Knowledge or background in residential lettings and property management
- ARLA, IRPM or COSHH would be desirable, but training will be provided.
- IT literate, proficient with the use of Microsoft packages including Word, Excel and Outlook, as well as bespoke CMS, database or booking systems
- **Personal Attributes**
- Excellent customer relations skills, a sense of humour and plenty of energy and enthusiasm
- Proactive, positive, and can-do attitude
- Ability to defuse emotional situations
- Excellent decision-making skills
- Highly organised with the ability to prioritise effectively
- A team player and a good communicator
- Enthusiastic and passionate about customer service
- Being well-groomed and of smart appearance are essential
- Continually strives to improve knowledge, skills, and abilities to produce the best results

**What we will offer you**:
Dandara is a market-leading developer in the living sector, delivering Build-to-Rent, Single Family Housing and Purpose-Built Student Accommodation. Today Dandara Living is one of the UK’s leading designers, developers, and operators of large-scale Build-to-Rent properties, with a proven track record in creating and delivering award-winning, landmark residential developments. With unparalleled market knowledge and technical expertise, our extensive in-house experi

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