Support the Resident Manager in ensuring smooth building operations and optimal customer experience from move-in to move-out, including managing resident issue resolution and enhancing resident experience through front-of-house interactions.

Key Responsibilities:

Customer Service

• Maintain comprehensive knowledge of apartment and communal area systems
• Assist with organising resident social events and activities
• Coordinate with third-party suppliers and internal departments to handle resident requests
• Work with Defects Resolution Team to validate work orders and arrange contractor access
• Deliver excellent customer service and respond to feedback

Commercial

• Promote ancillary revenue opportunities (storage, lounge hires, etc.)
• Build customer relationships to aid renewals and generate referrals
• Implement cost and time efficiencies to meet P&L targets

Operational

• Process cases within agreed SLA timelines
• Conduct daily development inspections and support health & safety compliance
• Coordinate move-ins and move-outs with relevant functions
• Manage contractor access and maintain apartment lease readiness
• Complete all customer journey documentation
• Support development asset maintenance and administration

Health & Safety

• Ensure H&S compliance and report as required
• Complete statutory checks as directed

Requirements:

• ARLA/AIRPM qualifications desirable
• IT literate with CRM and Excel experience
• Excellent communication and interpersonal skills
• Customer-facing experience essential (hotel, retail, student accommodation, or residential sectors preferred)
• 37.5 hours per week, working five days between Monday-Sunday, with varying shifts between 8am-8pm