Resident Associate

**Job Ref**:QUI1249

**Branch**:Quintain Living Hub, Wembley Park

**Location**:Quintain Living Hub, Wembley Park

**Salary/Benefits**:Competitive Salary

**Contract type**:Permanent

**Hours**:Full Time

**Shift pattern**:5 days a week working (from Monday to Sundays), 7.5 hours per day on rota that runs from 8.00am-8.00pm

**Hours per week**:37.5 hours per week

**Posted date**:20/12/2024

**Closing date**:22/01/2025

**Quintain Overview**:
Quintain is an award-winning mixed-use property developer in the UK and most famous for Wembley Park, one of Europe’s largest and most exciting transformation projects where we have already delivered thousands of homes, shops, offices, restaurants, hotels and cultural venues as well as supporting a growing community of residents and workers.

This world-famous north west London neighbourhood will be the UK’s largest single site of Build to Rent homes, with over 6,000 apartments to be operated by Quintain Living by 2027. Our team already manages over 3,650 exceptional homes to rent across nine unique developments. The benefits of renting with Quintain Living includes no deposits or fees, lifestyle-led amenity spaces, flexible leases, app-based tenancy management, resident events and a 24-hour service.

At Quintain we operate in accordance with our five company values: Creative, People-First, Pioneering, Sustainable and Proud and the associated behaviours foster a sense of respect, awareness and belonging across the business.

**Job Purpose**:
The Resident Associate is responsible for supporting the Resident Manager in ensuring the smooth operation of the buildings and providing an optimal customer experience from move-in, all the way through to move-out. This will involve managing the resolution of all reported issues from residents. This role involves working front of house and will include a lot of resident interaction to enhance resident experience.

**Key Accountabilities**:
**Customer service and Team**
- Ensure full knowledge of apartment and communal area systems and operation in order to deliver customer service in line with Quintain Living standards.
- Assist the Events team when needed, to set up and present customer social events activities.
- Work closely with 3rd party suppliers/ in-house departments (i.e. Night concierge, Leasing) supporting the Resident Manager deal with resident requests in line with departmental deadlines escalating more complex customer issues to the Resident Manager as necessary.
- Work closely with the Defects Resolution Team to ensure customer work orders are validated prior to reporting as defects during contractor warranty period, arranging contractor access as required.
- Delivering great customer service while adapting to customer/resident feedback to ensure we consistently strive to deliver on Quintain Living resident engagement targets.

**Commercial**
- Drive and promote ancillary revenue in line with Quintain Living Targets (i.e. storage pods, lounge hires etc.).
- Network and regularly interact with customers to build customer relations and confidence in order to aid customer renewals and generate referrals.
- Continually work with your Resident Manager to implement cost and time efficiencies to deliver on your PL targets.

**Operational/Compliance**
- Ensure cases received are acknowledged, actioned and closed out within agreed SLA.
- Support Resident Manager to collate data for weekly / monthly reports as required by the Operations Manager.
- Carry out daily inspections of development to ensure they are to Quintain Living standard and support the Development Manager with required health and safety compliance.
- Ensure that all move in’s move out’s are co-ordinated with the relevant Quintain Living function and third parties.
- Enable all specialist contractor / 3rd party company access to buildings as required in line with departmental procedures.
- Carry out daily and weekly checks keeping records to ensure apartments are always lease ready.
- Attend and carry out all required apartment inspections to deliver the required Quintain Living expectations.
- Ensure post-PC snagging items are kept to a minimum and are dealt with in a timely manner.
- Complete all salesforce active related to the customer/ resident journey in line with the operational SOP’s.
- Support the Resident Manager in the maintenance and admin of the development assets.

**HS**
- Ensure all matters relating to HS compliance are adhered to and reported where required, including statutory checks as directed by the Resident Manager.

**General Accountabilities**:

- Undertake additional relevant duties which fall under the general scope of the role, as directed by your Manager, raising any issues with capacity so they can be properly managed.
- Participate in the full year and half year Performance Development Review process as reviewer and reviewee, meeting the standards and timescales required by the Company.
- At all times ensure that your understanding