Resident Services Associate - East London

Posted 24 November 2022
Salary£29000 - £30000 per annum + discretionary bonus + progression
Job type Permanent
DisciplineReal Estate Management, Operations & Service Delivery
Contact NameRoss McEwan

Job description

Responsible for relationship management of all residents and the first point of contact from Move in to Move out delivering a brilliant resident experience and exceptional customer service. Ensuring day-to-day operations are delivered in an efficient and effective manner.

Key Responsibilities & Accountabilities:

  • Ensuring a hassle-free experience is delivered to all residents at every stage of the resident journey from move in to move out.
  • Engage with all residents at key stages after move-in, creating rapport and pro-actively resolving any issues before they are reported.
  • Look for ways to do things better, change and explore opportunities to raise expectations and standards.
  • To fulfil any additional / ad hoc duties as required to meet the needs of the business.
  • Manage all move-ins / move-outs, to ensure all residents are given a personalised and thorough experience.
  • Manage and coordinate all ancillary services and requests e.g., parking spaces, storage pods.
  • Pro-actively build long-lasting rapport with residents.
  • Aim for the highest quality standard of homes and meet/exceed turnaround times.
  • Ensure business brand standards and Property Mark best practice are followed.
  • Conduct regular quality audits to assess and evaluate performance of the Neighbourhood and Maintenance teams.
  • Participates in all relevant learning and development opportunities, keeping knowledge always updated
  • Support key neighbourhood events and attendance
  • Build and develop effective working relationships with the neighbourhood team.
  • Attend any daily team briefs and communicate clear and consistent focus on operational objectives/goals.
  • Ensure the welcome office is delivering the highest standards of face-to-face service by providing knowledgeable and capable front of house teams, reducing resolution times for customers.
  • Ensure all legal, statutory, and servicing compliance is conducted and that such requirements are met and maintain accurate and up-to-date records using data management system.
  • Ensure all licensing objectives and control measures are delivered.
  • Be aware of all premises operations and uphold all safety and compliance measures in accordance with legal and regulatory requirements.
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