Resident Services Agent

2 months ago

Birmingham, United Kingdom JLL Full time

JLL supports the Whole You, personally and professionally.

As the Resident Service Advisor of Landrow Place, you lead by example, supporting the site Manager in the management of the building. You will create a healthy, long-lasting experience for our residents as we endeavour to become the most loved BTR brand. You will have a hands-on approach, day to day you are amongst the action, supporting your team and residents to operational excellence. Resident experience is paramount, and you ensure service delivery is on the button each and every time.

Operational Excellence is a way of life and at Landrow Place you make things happen You are enthusiastic, you are caring, you are the pillar of trust. You are curious always asking ‘what's next?’, challenging yourself and looking for new ways to improve. You are a people person with great communication skills. You get to know our residents and understand their needs and wants. You are creative, passionate, and innovativeYou use your skill to enhance site culture and assist the Manager in making the necessary change.

Resident Services Agent
This role is a site-based role operating on a 48-hour week basis, 12 hour shifts from 7am to 7pm on a 4 days on 4 days off schedule.

Main Duties of Role
To provide a warm and courteous welcome to all residents and visitors

Punctual and great time keeping of shift hours, meetings, and resident appointments

To actively engage with residents, visitors, colleagues, and contractors to provide a seamless experience for residents

To co-ordinate day-to-day operations, ensuring quality and service delivery always meet and exceed resident expectations

To maintain an awareness of cultural differences needed to meet specific requirements of residents, always

Excellent people and interpersonal skills

Excellent customer relations skills, sense of humour and plenty of energy and enthusiasm

Professional presentation, confident and outgoing nature

Well organised, ability to problem solve and work under pressure

Able to demonstrate an organised and professional approach and ability to prioritise

A great team player who takes ownership and responsibility

A logical thinker who can spot errors and resolve issues

Knowledge
A good level of education with strong written and verbal communication skills

A sound understanding of Health and Safety principals, methods, and assessments

Good level of computer literacy including Microsoft Word, Excel and Outlook

Customer Service and Marketing
Attention to detail on all aspects of the role to ensure high levels of customer service and maintaining and managing the building to an immaculate standard

To handle all front of house enquiries and ensue a warm, welcoming environment for residents and visitors

To ensure an accurate log is maintained for any visitors or deliveries and that these are announced to the resident

Interact with customers to obtain feedback on the service levels and satisfaction levels

To log any incidents, resident requests or shift handovers via the provided channels

Assisting tenants Checking in or out of their apartment

Compliance
Supporting residents with any queries and ensuring any maintenance reports are actioned quickly and efficiently

Co-ordinating spot cleaning and addressing any clean up issues as they arise

Follow property specific procedures for handling emergency situations

Identify and correct unsafe work procedures or conditions and report then to management

Report work related accidents or other injuries immediately and accurately

Maintain awareness of suspicious persons on property premises

Administration
To maintain an organised and tidy work area including reception area, lobby and resident floor corridors

Protect the privacy and security of residents, guests, and clients

Maintain confidentiality of property materials and information

Ensure personal appearance follows company policy

Any other reasonable tasks asked to be performed by the management according to changing business needs

Events
Pro-active initiative to enhance the reputation of the building through events

Establishing and developing working relationships with suppliers to take on new events and repeat successful events

Effectively manage the budget provided for events

Log records and report on resident events through spreadsheets

Be the face of events on site becoming a safe place for residents to discuss ideas

Create a flourishing site for resident events, building on current culture

Innovative ideas of onsite spaces highlighting the asset

Passionate about site events and engaging with residents

Assist in social media posts and engagements

Liaising with manager on customer surveys and feedback, identifying areas for change and improvement

Personalized benefits that support personal well-being and growth:
JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes

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