Resident services associate

Resident Services Associate

Manchester

Full-Time

Permanent

We have an exciting opportunity available for a Resident Services Associate to join our fantastic team at our flagship development – Square Gardens in Manchester City Centre.

The Resident Services Associate is generally the first point of contact, therefore has the responsibility of being an excellent brand ambassador for Downing. This exciting, fast-paced position will involve working as part of a small team and undertaking an extremely varied workload.

Downing are an award-winning leading developer, owner, and operator of bespoke, luxury student accommodation, co-living, residential and commercial property across the UK. We have been operating for over 35 years and currently have 14 operational schemes in 10 major cities, with a further £1.6bn of upcoming developments in our pipeline.

Key Responsibilities:

• Working as part of a team providing front of office support to residents and visitors to the building, always maintaining excellent resident service. (Face to face, Email, LiveChat, 3rd party agents).
• Respond positively and quickly to resident enquiries and complaints and take appropriate action in line with company procedures.
• Ensure the building is maintained in line with company policies and procedures to make sure the residents receive a high-quality service.
• Comply and participate with the schemes’ Health and Safety requirements.
• Provide a friendly and safe environment for residents to feel comfortable speaking with the team about concerns they might have about their apartment or wellbeing.
• Always interact with residents professionally, showing empathy towards any issues you may find and understanding that this is their home.
• Promote and conduct renewals and carry out leasing activities such as viewings and subsequent follow ups.
• Complete administrative tasks in line with company policies and procedures, such as maintenance requests, tenancy administration and system updates.
• Support in the creation of a positive, memorable experience for residents.
• Updating the company in-house booking and resident relationship management system.
• Engage with the residents to capture feedback and insight to improve services to their needs.
• Participate in diverse events for residents to join in in.
• Support the coordination of any ‘open house’ days.
• Assist with periodic and tenancy end inspections.
• Chase outstanding rent arrears.
• Develop and maintain local knowledge and information relevant to residents.
• Maintain site review scores across all platforms ensuring they remain above 4 star.
• Support resident wellbeing and, where appropriate, liaise with relevant welfare professionals.
• Manage the incoming post and deliveries and ensure it is distributed efficiently.

Key Requirements:

• Previous experience in a residential property would be an advantage.
• Ability to influence, adapt and be motivated in exceeding resident expectations and sales targets.
• Experienced in working to targets, understanding the importance of achieving deadlines and ensuring quality output.
• Excellent resident service skills.
• Professional presentation, confident and outgoing in nature.
• A strong team player supporting all colleagues when required. Confident in their approach to be able to put forward suggestions and ideas.
• Able to use initiative to enhance the reputation of the brand and contribute to increased profitability.
• Well organised, ability to problem solve, prioritise and work under pressure
• Attention to detail in personal presentation.
• Excellent verbal and written communication skills.
• Fluent in written and verbal English, culturally aware and able to adapt communication style.
• Local understanding and knowledge of the city, it’s people, culture and social scene would be an advantage but is not essential.

Hours of Work:

• Monday to Friday, 8am – 5pm or 10am – 7pm on a rota basis.
• 1 Saturday in 5 on a rota basis with a lieu day off the following week.
• There will also be a requirement to work overtime on weekends during the busy student turnaround period and check in weekends.

Benefits:

• Competitive salary.
• 25 days holiday, plus bank holidays.
• Paid overtime.
• Pension scheme.
• Life Assurance cover.
• Employee Assistance Scheme.