Resident Service Associate - Build to Rent

Posted 14 June 2022
SalaryUp to £27000 per annum + + Discretionary Bonus
LocationCity of London
Job type Permanent
DisciplineReal Estate Management, Operations & Service Delivery
Contact NameRoss McEwan

Job description

Are you an experienced customer service professional?

Do you enjoy providing exceptional customer service to customers and developing great relationships?

Do you want to use your experience in a sector which is growing rapidly across the UK and offers steady progression?

If so, Build to Rent is for you - and this could be the perfect opportunity.

What is Build to Rent?

Build to Rent are new build developments designed specifically for renting with resident satisfaction in mind.

They come with a range of perks from a dedicated on-site team and purpose built communal spaces i.e. gyms, co-working spaces and living spaces.

The purpose of Build to Rent is to provide a managed rental service to residents to ensure that their experience is enjoyable and memorable.

The Client:

Our client is a large build to rent owner and operator who are growing at a fast scale and so are actively looking for talent from customer service based positions from within different sectors i.e. hospitality, retail and aviation

They can offer steady progression and exceptional training to ensure career development in a stable work environment

Very competitive salary and working pattern

Your transferable skills could come from:

  • Hospitality

  • Retail

  • Hotels

  • Aviation

  • Restaurants

  • Luxury Sales

  • Client Aftercare

  • Members Clubs

  • Health and Fitness

  • Leisure

  • And more!

Customer Service:

  • Carry out services such as: meet & greet, reception, parcel handling, inspections, lettings viewings and ad-hoc tasks, ensuring the provision of an excellent front-line service to residents and other customers on the phone

  • 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


  • To ensure the delivery of high-quality services including front & back of house functions, amenity space management, voids & unit management, tenancy, income management and tenant involvement

  • Manage & co-ordinate resident bookings of amenity space and cleaning as required

  • Assist in the smooth running of the letting process from offer acceptance to move-in and settling of new tenants.

  • Liaise & book contractors, cleaning and maintenance operatives.

  • Keep abreast of H&S and industry relevant changes in legislation, practice and policy, initiating changes as required

  • Prepare and update all local information and resident handbook content

Resident Engagement:

  • Identify opportunities for enhanced service delivery to optimise customer experience

  • Meet & Greet residents and handle complaints to an effective resolution

  • Host & attend regular events for residents, ensuring that events are run smoothly and marketed effectively through social media and other methods of communication.

Other Responsibilities:

  • Any ad-hoc tasks as requested by the Manager, including, but not limited to general site cleaning, litter picking and carrying out "building walks" to review cleanliness

  • Respond to out of hours emergency calls in absence of manager

  • Actively contribute to delivering objectives

  • To be customer-focused in all dealings with residents

More than anything, our client are looking for talented customer service professionals who want to develop a career within property management and transfer their skills.

If you feel you excel in customer service and want to develop a career in a sector which can offer growth - we'd love to hear from you and tell you more about Build to Rent and this exciting opportunity

We work as one

The key to growth is in our differences, not similarities. Alongside our partners, building a diverse, inclusive, and equal environment is at our core: everyone is made to feel welcome and encouraged to be their authentic self. Respect isn't an opt-in, it's the only way forward.