Resident Services Associate

**Resident Services Associate**

**Newcastle**

**Full-Time**

**Permanent**

Downing are an award-winning leading developer, owner, and operator of bespoke, luxury student accommodation, residential and commercial property across the UK. We have been operating for over 30 years and currently have 14 operational student accommodation schemes in 10 major cities, with additional impressive projects currently under construction.

We are looking for an enthusiastic, self-motivated Resident Services Associate to join our front of house team. Spread across two buildings, Verde offers 112 studio apartments and 432 en-suite student bedrooms, and The View offers 329 en-suite bedrooms and 123 studios.

This is a perfect opportunity for an out-going, talented individual to get stuck in, ensuring our tenants receive exceptional service.

The Resident Services Associate is generally the first point of contact, therefore has the responsibility of being an excellent brand ambassador for Downing. This exciting, fast-paced position will involve working as part of a small team and undertaking an extremely varied workload.

**Key Responsibilities**:

- Providing front of office support to residents and visitors to the building, maintaining excellent customer service at all times.
- Updating the company in-house booking and customer relationship management system.
- Supporting customer show rounds to ensure maximum occupancy of the residence.
- Ensure the building is managed and maintained in line with company policies and procedures to make sure the residents receive a high-quality service.
- Respond positively and quickly to customer enquiries and complaints and take appropriate action in line with company procedures.
- Create a friendly and safe environment for students to feel comfortable speaking with the team about concerns they might have about their accommodation or wellbeing.
- Always interact with students professionally, showing empathy towards any issues you may find and understanding that this is their home.
- Engaged with the students to capture feedback and insight to improve services to their needs.
- To create monthly fun and diverse events for students to participate in and support the coordination of any open days
- To maintain the sites review scores across all platforms above 4 star
- Have regard for Student Welfare and if necessary, liaise with the appropriate welfare professionals.
- Comply with Health and Safety requirements.
- Manage the incoming post and deliveries and ensure it is distributed efficiently.

**Key Requirements**:

- Previous experience within a highly customer focused role.
- Experience within accommodation, hotels/hospitality or retail would be preferred.
- Outstanding customer service skills with strong verbal and written communication.
- The ability to think on your feet.
- A confident, polite and professional persona.
- Good working knowledge of IT systems including Microsoft Office and Social Media platforms.
- Smartly presented.

**Hours of Work**:

- Monday to Friday 8am
- 5pm or 9am - 6pm on a rota’d shift basis
- We require you to work 1 in 4 Saturday’s 8am to 5pm on a rota’d shift basis, with hours given back in lieu the following week.
- During our summer turnaround period, we may require additional support to cover additional hours.

**Benefits**:

- Competitive salary
- 25 days holiday, plus bank holidays
- Paid overtime
- Pension scheme
- Life Assurance cover
- Employee Assistance Scheme

**Job Types**: Full-time, Permanent

**Benefits**:

- Company pension

Schedule:

- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- Newcastle upon Tyne NE4 5TH: reliably commute or plan to relocate before starting work (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person