Resident Service Associate - BTR

Posted 18 September 2023
Salary£28000 - £30000 per annum + company bonus, career progression
Job type Permanent
DisciplineProperty Management & Operations
Contact NameRoss McEwan

Job description

Responsibilities will include, but are not limited to:

  • Face to face resident interaction, building a good relationship and rapport with customers ensuring they feel welcome, safe and at home Deliver.
  • Increase resident satisfaction with service delivery.
  • Deliver high-quality resident services.
  • Work closely with company-wide colleagues to ensure excellent customer service.
  • Encourage and support resident engagement.
  • Promote the business and build good relationships with external partners.
  • Manage all elements of the residential building including resident homes, the buildings and grounds.
  • Management of day-to-day expenditure in line with the set budgets.
  • Delivery of strategic & business KPIs.
  • Representing the business in a professional manner at all times.
  • Manage and resolve Out of Hours (OOH) calls and maintenance issues as and when required.
  • Key management
  • Be a positive advocate for change, highlighting and implementing business improvement initiatives.

Customer Service

  • Carry out services, such as meet & greet, property and resident visits, inspections, lettings viewings and ad-hoc tasks, ensuring the provision of an excellent front-line service to residents and other customers on the phone, in writing and in person.
  • Ensure the resident move in and move out process is seamless to include property checks.
  • Ensure effective co-ordination between the customer services team and other areas of the business to enable the efficient working of the front-line service.
  • Handle day to day enquires from residents and complaints escalating where required.
  • Coordinate the day to day running of cleaning and maintenance operatives.
  • Log and liaise with Contractors working on site, checking works carried out when completed.
  • Work with the Customer Services Team to instruct revenue and capital expenditure works in accordance with agreed approval limits and ensuring that residents receive regular updates and appropriate aftercare contact.
  • Answer day to day FM related maintenance calls and resolve where possible, referring only those beyond system remit.
  • Manage insurance claims.
  • Daily checks - scheduled inspections of communal areas, inspecting the block for cleanliness, hazards or any health and safety issues.
  • To check the bin stores, communal areas both inside and outside of the residential blocks daily and maintain cleanliness to a good standard. Monitor and arrange clearance of fly tipping.
  • To ensure communal areas and grounds are always clear, clean and maintained on a daily basis.
  • Regularly inspect communal lighting and arrange replacement of light fittings or bulbs as appropriate.
  • Carryout small day to day maintenance tasks (i.e. light bulb replacement, cleaning, litter picking and light rubbish clearance).
  • Attend and have active involvement in site and building major works projects including attending site meetings, liaising with residents and monitoring contractors and works on site.
  • Attend and host resident events, ensuring they are effectively marketed and smoothly run.


  • Manage all statutory compliance requirements.
  • Adhering to all elements of the businesses Health and Safety Management system, Contractor Management Policy, following and promoting all parts of the businesses Live Safe policies.
  • Assist the Facilities Management Team in ensuring statutory compliance, where required.
  • To keep all communal areas, walkways and access ways clear of obstruction and fire hazards daily and manage any persistent breaches to successful resolution.
  • To check signage in communal areas and arrange replacement of any missing or defaced items.
  • Completion of weekly emergency light flick test.
  • Weekly Fire Alarm Bell Test
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