Resident Experience Associate

2 days ago

WaltonOnThames UK, Surrey, United Kingdom CompassRock International Full time

Position Overview:

We are seeking a motivated Resident Experience Associate to join our team at one of our high-end Build-to-Rent (BTR) properties in Surrey. The successful candidate, reporting to the Senior Property Manager, will be integral to daily property operations, focusing on resident relations, leasing support and property management activities. This highly visible role will involve regular interaction with residents, prospective tenants, visitors and third party maintenance contractors helping ensure high standards in resident engagement and satisfaction.


We’re seeking candidates with strong experience in customer engagement. This job would ideally suit candidates from hospitality roles similar to: Reservations Agent, Customer Service Agent, Sales Advisor, Front of House, Reception Manager.


CompassRock’s has a dedicated and comprehensive training and certification program and this role will have the potential to progress into more of a managerial role in time. Some of the training programs include The Property Institute’s Build to Rent course and Managing Safely Qualifications.


Company Overview:

CompassRock provides asset and property management services to the rental housing sector. Originally founded in the U.S., the company has expanded to the UK and is rapidly growing its portfolio of Build-to-Rent (BTR) assets across England and Europe.

CompassRock is in an exciting growth phase, actively acquiring and developing new assets at a fast pace. With an entrepreneurial and innovative culture embedded in its DNA, the company values the dynamic, forward-thinking individuals it employs.


As CompassRock continues to expand, there will be abundant opportunities for career advancement and professional development.


Key Responsibilities:

Customer Service & Resident Relations:

  • Policy and Standards Adherence: Uphold the company’s customer service standards to deliver high-quality service and resident satisfaction.
  • Issue Resolution: Address resident complaints, escalating issues to Senior Property Manager when necessary.
  • Resident Engagement Initiatives: Support the planning and execution of community-building activities that foster positive resident relations and engagement.
  • Resident Support: Provide residents with appropriate information throughout the tenancy lifespan, including providing renewal information, ensuring legal requirements are met and answering any questions that might occur during the tenancy lifespan.
  • Relationship Building: Cultivate strong relationships with residents, ensuring professional and prompt communication. Regularly engage with residents and prospective tenants to build strong rapport and trust.


Leasing Support: Assist the Senior Leasing Agents with enquiries and viewings.

  • Enquiries: Greet and assist prospective tenants and to qualify and register enquiries and to book viewing appointments at our properties.
  • Viewings: Conduct informative and engaging viewings to prospective tenants being well-equipped to answer any questions regarding the property.
  • Administrative Support: Working with the leasing team to help maintain accurate and organised records of leases, applications, and tenant correspondence.


Operational Activities:

  • Property Support: Contribute to maintaining a safe and attractive property for residents. Facilities Management Support: Assist the Senior Property Manager with managing projects, overseeing outsourced services for building maintenance, and ensuring timely, high-quality completion of tasks.
  • ‘Stock’ Coordination: Collaborate with the property manager and procurement team to ensure adequate stock of goods and services for smooth property operations.
  • Inspections: Conduct / support inventories, move-in and move-out inspections, documenting property conditions.
  • Administrative Support: Assist the Senior Property Manager with all other general administrative duties.


Targets and KPIs:

  • Work diligently to meet specified targets and Key Performance Indicators (KPIs) set by the management team.


Personal Qualities:

  • Attention to Detail: Demonstrated focus on quality and compliance in previous work or education (desired).
  • Proactive and Initiative-Driven: Able to foresee potential issues and address them before they escalate (desired).
  • Flexibility: Ability to adapt to changing circumstances, particularly in a fast-paced property environment (desired).
  • Positive, 'can-do' Attitude: Critical in managing teams and delivering top service to residents (essential).


Skills:

  • Communication Skills: Both written and verbal, for interacting with residents, staff, and external stakeholders (essential)
  • Problem-Solving: Strong abilities in addressing resident disputes (essential).
  • Customer Service: Demonstrated experience in delivering exceptional customer service (essential).
  • Computer Literacy: While training on our property management systems will be provided, we require that the applicant be proficient with Microsoft Office and Outlook and have an aptitude for learning new software (essential).


Qualifications (desired):

  • Bachelor’s degree in business administration, or a related field (desired)
  • Professional certifications (desired) such as:
  • ARLA membership.
  • The Property Institute (TPI) or IRPM Membership.


Remuneration / Bonuses / Benefits

  • Base salary: £25,000 to £28,000
  • Bonus: Discretionary Bonus Scheme
  • Benefits: Private health insurance; Nest Pension Scheme; Cycle to Work Scheme; Company Sick Pay.


Working Hours:

5-day working week (40 hours) including weekend work (Saturday and Sunday) with 2 days off working on a rota basis; shifts could be: 8am to 5pm; 9am to 6pm; 10am to 7pm. Reduced hours for weekend work.


Location:

This position is required to work on site.


Equal Opportunities Statement:

We are an Equal Opportunities Employer, committed to creating an inclusive, diverse, and equitable workplace. We provide equal opportunities for everyone and offer reasonable adjustments to ensure all candidates have a fair chance during the recruitment process. nt.

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