Job description
Attention all Cardiff lettings, customer service and property enthusiasts!
We're looking for a dynamic, customer-focused Resident Services Assistant to work at a brand new Build to Rent scheme.
As the first point of contact, you'll play a key role in ensuring that every resident feels at home from the moment they step through our doors.
As a Resident Services Assistant, you'll be responsible for a wide range of tasks. You'll be in charge of managing leads and booking viewings, whether they're on-site or virtual. Your aim is to close deals and achieve our lettings target, while providing the best customer service to all prospects. You'll be responsible for managing the inbox and ensuring that all queries are promptly answered.
When it comes to arranging tenancies, you'll be the go-to person. You'll be responsible for obtaining all required references, working with the finance team to ensure that move-in monies and deposits are cleared, drafting contracts, and ensuring that all work orders have been raised for pre-tenancy works. You'll arrange check-ins, prepare welcome gift packs, and manage internal transfers, making sure everything runs smoothly.
Inspections are also an important part of the role. You'll be responsible for conducting mid-term inspections of the apartments, creating reports, and promptly addressing any issues or feedback from residents. You'll also be involved in the renewal process, negotiating rental increases, preparing documentation, and ensuring that residents sign and return renewal documentation in a timely manner.
Front of house duties are also part of the role, and you'll need to be able to assist with tenants' inquiries and cover FOH intermittently. You'll also be responsible for handling contractors sign-in/out and key handling, as well as complaints handling as the first point of contact before escalating to the manager.
When it comes to arrears, you'll be responsible for chasing arrears for the first half of the month and negotiating payment plans approved by the landlord with residents. You'll also be responsible for updating the arrears report with any amendments and updates.
Check-ins and check-outs will also fall under your responsibilities. You'll arrange check-out appointments with the 3rd party Inventory clerk and conduct move-in inductions for new residents.
Finally, you'll be involved in the organisation and planning of residents' events, bringing new ideas to the table and making sure that there's always something exciting happening in the community.
To be successful in this role, you'll need to have excellent customer service skills and be comfortable dealing with difficult situations face-to-face. You'll also need to have property/lettings experience and be proficient in the use of Microsoft Office packages, including Word, Excel, and Outlook, as well as other systems such as databases or booking systems. While training will be provided, it's important that you're a quick learner.
We're looking for someone with a proactive, positive, and enthusiastic attitude who's passionate about customer service. You should be professional, credible, and resilient, with the ability to multitask and manage multiple priorities at once. Ideally, you'll have a Rent Smart Wales Qualification though this can be completed within your first three months in the role with the support of the company.
If you're ready to join a thriving community and make a positive impact, then this could be the perfect role for you.
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.
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