RESIDENT SERVICES ASSISTANT
(Anchor Work, Cardiff)
Reporting to: Community Manager (CM)
Introduction
ila (I live around), is an emerging Build to Rent property management company. We celebrate all that is great about city centre living and offer a service led approach to making their community a home.
ila has been built on four brand pillars which form the cornerstone of what we do, how we do it and why.
Each element is driven by a desire to have the resident and local community at the core of everything we do. Our purpose is to provide accommodation that our residents feel proud to call home, with kind and welcoming in-house staff. Each property offers flexibility that enables tenants to achieve their lifestyle aspirations, whilst reflecting the culture and connection of their local community.
ila is a UK focused fully integrated real estate investor, developer, and operator with a Build-toRent residential portfolio of over 3,800 homes. The full-service platform acquires, develops, manages, and operates high quality rental homes across the UK. The business is focused on delivering and operating Build-to-Rent residential housing that is purposely designed and professionally managed for our residents.
The company’s ambition is to become the UK’s leading specialist manager of Build -to-Rent residential communities across the UK.
About your role
Anchor Works is a new BTR scheme in Cardiff consisting of 432 residential apartments. The Resident Services Assistant (RSA) will assist in driving the performance of the site through working together with the on-site team to achieve the same goals, whilst delivering an industry leading resident experience.
The RSA will take ownership of all tasks assigned to them and do so with a can-do attitude and a people first approach to the role. This role will collaborate with the Community Manger and other teams across the UK to ensure that KPI’s are achieved to include lettings, minimising rental debt, budget management, robust health and safety management, and positive resident reviews, whilst maintaining the highest of standards on site.
Key Responsibilities and Activities
Site Management
* Communicate well with colleagues to ensure you work together as a team and take an enterprising approach to the role.
* First point of contact/front of house presence for Anchor Works.
* Co-ordinate, instruct and allow access for services to the development.
* To be responsible for all deliveries to main reception, by receiving, safekeeping and issuing of all parcels/registered mail in line with the company procedure.
* Carry out specific daily/weekly tasks as agreed with the Community Manager.
* Conduct viewings of apartments using set sales processes/procedures and ensure sales are closed in a timely manner.
Customer Service
* Provide outstanding customer service to residents.
* Ensure a warm, welcoming, helpful, efficient, and responsive reception service for residents, telephone callers and visitors to Anchor Works.
* Manage and respond to general enquiries via phone, email and other channels.
* Assist with resident engagement strategies to ensure a strong resident community is built and maintained.
* Record, monitor and respond to any resident feedback.
* Assist with resident communications through multiple channels.
* Ensure resident issues and service requests are addressed and dealt with quickly, efficiently, and professionally.
* Promote and encourage a neighbourly and community atmosphere.
* Meet and interact with residents in a customer friendly and professional manner.
* Seek ways to exceed service expectations of residents and enhance the brand.
* Achieve positive resident reviews on various online platforms to include but not limited to home views and Google.
* Assist with executing the smooth running of all aspects of the community.
* Provide an information service for the local area.
* Ensure all reception/admin requests are well managed and the reception desk is manned from the hours of 8am until 8pm (on a rota basis).
* Take ownership of the reception/communal areas and ensure they are kept clean, tidy, and well-presented at all times.
Marketing, Social Media, Events & Community Presence
* Post frequently on social media platforms ensuring content is aligned to the brand manifesto.
* Drive the highest rates of retention and community engagement.
* Support the overall marketing/leasing efforts and offer input and suggestions regarding promotions, advertisements, and pricing.
* Assist with regularly reviewing competitor activity and provide robust reporting to evidence this.
* Assist with planning and hosting networking events to create and forge new relationships within the community.
* Promote events/give-aways to residents to ensure they are deemed successful.
Facilities Management and Health & Safety
* Ensure all risks to visitors, staff and residents are removed or reported.
* Ensure security and emergency procedures are always adhered to, taking an active role in the event of an emergency, and reporting any concerns.
* Assist with turnaround of vacant apartments, including check-out reports, schedule of cleaning, repair, and maintenance.
Education, Qualifications & Experience
* Experience in a similar role, preferably in either BTR or PBSA.
* Administrative experience in a client facing service industry.
* Experience of business development/sales and/or facilities and/or financial knowledge including credit and cost control would be desirable.
* Strong understanding of business planning in terms of process and presentation.
* Basic understanding of landlord and resident relationship.
* Basic health and safety knowledge.
* Effective planning and time management.
* Excellent English language skills – both written and spoken.
* IT literate – MS Office at intermediate level and other relevant software a level to undertake the role satisfactorily.
* Familiarity with social media platforms.
Character & Ability
* Professional appearance at all times in line with Company dress code, and wear issued branded identification when required.
* Good verbal and written communication skills, with an ability to exchange information in a clear, concise and articulate manner.
* Strong analytical and quantitative skills, with attention to detail.
* A professional and confident approach to working relationships, and an ability to develop productive working relationships with a wide range of people across all levels.
* Excellent prioritising and organisational skills, effectively delegating work both upwards and downwards.
* Ability to work under pressure and have the capability to re-plan and re-prioritise work taking into account resources and contingency in response to the business priorities.
* Ability to manage change and remain flexible to individual situations and personalities, and ability to deal with ambiguity.
* Customer focus, including making decisions with the customer in mind and adding value to service delivery.
* Self-motivated, with an ability to work independently on own initiative and without constant supervision.
* Teamwork, with an ability to work with others and recognise the strengths each individual can bring.
* Resilient and adaptable. Ability to face setbacks, unforeseen events, time pressures, disappointment, obstacles and failures whilst remaining focused, composed and optimistic in order to continue to perform effectively.
* Friendly, approachable and a positive outlook. Ability to see the positive in people, situations, and events, even those that on the surface seem less than positive.
* Natural drive and determination.
* Ability and willingness to work flexible hours as determined by the needs of the business
This job description has been designed to indicate the general nature and level of work performance by employee in this post. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualification/experience required by employees assigned to the role. Ila reserves the absolute right to review, revise amend and replace the contents of this Job description from time to time to reflect the changing needs of the business and to comply with legislation.
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