Resident Services Advisor - Build-to-Rent (BTR)
Hyperion Partners is delighted to be recruiting on behalf of our client, a leader in the innovative Build-to-Rent (BTR) sector, seeking a highly enthusiastic and service-driven Resident Services Advisor for their impressive new development in a desirable London location.
This is a fantastic entry point or next step for a passionate customer service professional looking to thrive within the dynamic and resident-focused world of BTR.
The Role: Resident Services Advisor
As the first point of contact, you'll be key to defining the resident experience. Reporting to the General Manager, you'll manage the day-to-day needs of the community, ensuring every resident feels valued and their living experience is seamless.
Core Responsibilities Will Include:
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Front-of-House Management: Managing the reception desk and resident amenity bookings (e.g., gym, co-working spaces, private dining) with energy and professionalism.
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Customer Service Excellence: Providing five-star, personalised service to all residents, addressing queries, resolving minor issues, and facilitating a positive community atmosphere.
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Maintenance Liaison: Acting as the primary contact for maintenance issues, logging repair requests accurately, liaising with the Facilities team, and tracking resolution times to ensure resident satisfaction.
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Community Engagement: Assisting the General Manager with the planning and execution of resident events, social activities, and community initiatives to foster a vibrant on-site culture.
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Administrative Support: Handling incoming and outgoing mail and parcels securely, assisting with move-in/move-out procedures, and ensuring resident files are up-to-date and compliant.
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Leasing Support: Assisting the Leasing team with arranging viewings, preparing welcome packs, and providing information to prospective residents when required.
The Ideal Candidate
We are looking for an engaging, proactive, and exceptionally organised individual with:
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Experience: Previous experience (minimum 1 year) in a highly customer-focused role, such as hotel reception, luxury retail, premium hospitality, or residential concierge/front-of-house. Experience within the BTR sector is a bonus.
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Service Mindset: A genuine passion for delivering outstanding customer care and building positive relationships with diverse individuals.
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Communication: Excellent verbal and written communication skills with a confident and articulate phone manner.
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Organisation: Strong administrative and time management skills, capable of multitasking effectively in a busy environment.
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IT Proficiency: Competence in using relevant software, including CRM, property management systems, and Microsoft Office Suite.
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Attitude: An enthusiastic, flexible, and reliable team player with a problem-solving approach