Downing is an award-winning leading developer, owner, and operator of bespoke, luxury student accommodation, residential, and commercial property across the UK. We have been operating for over 35 years and currently manage 14 operational student accommodation schemes in 10 major cities, with additional projects under construction.
We are excited to offer an opportunity for a Resident Services Associate to join our team, supporting our Student Accommodation Scheme in Cambridge City Centre, which features 586 bedrooms.
This role is ideal for an outgoing, talented individual eager to ensure our tenants receive exceptional service. The Resident Services Associate is typically the first point of contact, serving as an excellent brand ambassador for Downing. This dynamic, fast-paced position involves working as part of a small team and handling a diverse workload.
Key Responsibilities:
1. Providing front-of-office support to residents and visitors, maintaining excellent customer service at all times.
2. Updating the company's in-house booking and CRM systems.
3. Supporting property show rounds to maximize occupancy.
4. Ensuring the building is managed and maintained according to company policies to deliver high-quality service.
5. Responding promptly to customer inquiries and complaints, taking appropriate action as per procedures.
6. Creating a friendly and safe environment where students feel comfortable discussing concerns about their accommodation or wellbeing.
7. Interacting professionally with students, showing empathy and understanding that this is their home.
8. Engaging with students to gather feedback and insights to improve services.
9. Organizing monthly fun and diverse events for students and supporting open day coordination.
10. Maintaining review scores across platforms above 4 stars.
11. Considering student welfare and liaising with welfare professionals when necessary.
12. Complying with Health and Safety requirements.
13. Managing incoming post and deliveries efficiently.
Candidate Requirements:
1. Previous experience in a highly customer-focused role.
2. Experience in accommodation, hospitality, or retail is preferred.
3. Excellent customer service skills with strong communication abilities.
4. Ability to think quickly and adapt.
5. Confident, polite, and professional demeanor.
6. Proficiency with IT systems, including Microsoft Office and social media platforms.
7. Smartly presented.
Hours of Work:
1. Monday to Friday, 8 am to 5 pm or 9 am to 6 pm on a rota basis.
2. Occasional Saturday shifts (1 in 5), 8 am to 5 pm, with hours given back in lieu.
3. Additional hours may be required during summer turnaround periods.
We also offer email updates and newsletters from Downing.
The Benefits
* 25 days holiday plus bank holidays
* Life assurance cover
* Mental health support
* Company pension contribution
Join Our Team
Our people are our success. With significant expansion underway, now is an exciting time to join Downing. We value mutual respect and a shared desire to advance our business. Explore our latest vacancies and consider how you can contribute to our continued success.
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