Job Description
About our businessMany of us have experienced life in rented housing and understand the uncertainty that can come with not owning your home. ProperTies Living exists to make renting feel like home.Our mission is to create high-quality homes for rent where people can settle, build meaningful connections, and live comfortably in safe, secure environments. We want our residents to feel a genuine sense of belonging and pride in where they live.We have over 900 homes in development and expect to be managing over 450 homes by the end of the year.
We also have a pipeline of 2,000 properties currently being acquired. Our growing portfolio reflects our long-term commitment to the rental market and to creating professionally managed communities where residents feel secure, supported, and proud to live.As a business, we are committed to delivering best-in-class customer service that is both effective and responsive across all our operations - from constructing new homes and letting apartments to managing communities. Our objective is to provide professionally managed rental homes that offer security, reliability, and a welcoming environment where residents can create lasting memories.Joining ProperTies Living means becoming part of a new and ambitious team that embraces collaboration, creativity, and professional growth.
Supporting our people and providing clear pathways for career development and progression is key to our success.About this roleWe are looking for a warm, personable and proactive Resident Experience Concierge to deliver and exceptional living experience for our residents and visitors.As the face of the building, you will create a welcoming, professional and hospitality-led environment while building strong resident relationships and ensuring the smooth day-to-day operation of the front of house experience. This is an ideal opportunity for someone with passion for people, service excellence and community building, who enjoys creating memorable experiences and takes pride in delivering outstanding customer service.As a Buil-to-Rent (BTR) community, we are committed to creating an inclusive and welcoming environment for all residents, including pet owners, and are looking for someone who is comfortable working within a pet-friendly setting. As part of our commitment to sustainability and high service standards, we encourage environmentally responsible practices and take pride in maintaining clean, safe and well-presented spaces throughout the building.What you will doResident & Guest ExperienceDeliver a warm, professional and engaging welcome to residents, guests and contractorsBuild positive relationships with residents and create a strong sense of community within the buildingSupport a welcoming and inclusive experience within our pet-friendly communityAnticipate resident needs and provide personalised support where possibleHandle resident enquiries with professionalism, empathy and efficiencyResolve issues confidently and escalate concerns appropriately when requiredCreate a consistent high-end front of house experience that reflects the brand and values of the communityFront of House OperationsManage visitor access, resident sign-ins and contractor arrivals professionally and securelyOversee parcel and delivery management efficiently and accuratelyEnsure reception, lobby and resident amenity spaces remain clean, welcoming and exceptionally presented at all timesSupport smooth resident move-ins and move-outsAssist with resident events, community engagement initiatives and building activitiesEncourage and support sustainable practices within the building, including recycling initiatives and maintaining clean, safe and well-presented communal spacesCarry out regular walkthroughs of communal areas and report any maintenance, cleanliness, health & safety or security concerns promptlyMonitor the overall resident experience and identify opportunities for continuous improvementCollaboration & CommunicationWork collaboratively with Property Management, Lettings, Maintenance, and Security teams to ensure seamless resident experienceLiaise closely with the Resident Services Hub teams to ensure resident enquiries, requests, and follow-up actions are managed seamlessly and efficientlyMaintain accurate records and complete administrative tasks to a high standardProvide regular updates to the Block Manager regarding resident feedback, building activity and operational mattersCommunicate confidently and professionally with residents, colleagues, contractors, and external partnersSupport neighbouring sites and team members during busy periods when requiredYou may be required to carry out other duties to assist the team.About you - your experience, knowledge and skills.You will be someone who genuinely enjoys working with people and delivering exceptional service.
You take pride in creating positive experiences and remain calm, professional and solutions-focused in a fast-paced environment.Ideally you will have:A minimum of 2-3 years experience within hospitality, hotels, Build-to-Rent, residential, luxury retail, customer service or front of house environmentsQualifications in hospitality, customer service, leisure & tourism or a related field would be advantageousGCSEs (or equivalent) including English & MathsA passion for delivering outstanding customer experiencesExcellent communication and interpersonal skillsStrong organisational skills and attention to detailThe ability to multitask and prioritise effectivelyConfidence working independently or as part of a teamA proactive, positive can-do attitudeExcellent IT skills, including Microsoft Office, and property management systemsAn understanding of basic H&S responsibilities within a residential or hospitality environmentYou will be someone who:Puts customer experience at the heart of everything they doIs professional, approachable and confident communicating with residents, visitors and colleaguesTakes ownership, remains solutions-focused and works well in a fast-paced environmentTakes pride in their personal presentation, professionalism and maintaining high standards throughout the buildingWhat we offerAs well as working with a friendly, inclusive, and incredibly supportive team who care about their work and take immense pride in our buildings, we offer:A competitive salary range of £ 29,000 - £35,000Discretionary bonus25 days holiday + 8 bank holidays (pro-rated if part-time)Personal Pension Plan (salary sacrifice available)Employee Assistance ProgramLife AssuranceOptical vouchersCycle and Tech schemes______________________________Come and join us!If you are passionate about hospitality, people and service excellence, we would love to hear from you.TPBN1_UKTJ