Resident Services Associate

Resident Services Associate

Manchester

Full-Time

Permanent

Square Gardens by Downing Living is centred around green and open landscaped spaces. Fundamental to our brand is delivering a sustainable place to live and gather with exclusive shared resident amenities and services.

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. Some of the duties include:

Duties and 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 promptly to resident enquiries and complaints and take appropriate action in line with company procedures.
• Ensure the building is managed and 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.
• Create a friendly and safe environment for residents to feel comfortable speaking with the team about any concerns they might have about their apartment or wellbeing. Liaise with the appropriate welfare professionals if necessary.
• Always interact with residents professionally, showing empathy towards any issues you may find and understanding that this is their home.
• Promote renewals and carry out leasing activities such as viewings and subsequent follow ups.
• Complete administrative tasks in line with company polices 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.
• To maintain the sites review scores across all platforms above 4 star.
• Have regard for resident welfare and if necessary, liaise with the appropriate welfare professionals.
• Manage the incoming post and deliveries and ensure it is distributed efficiently.
• Any additional duties requested by management.

Attributes & Skills

• 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

• 40 hours per week
• Days of Work: Monday – Friday with 1 Saturday in 5 on a rota basis.
• Hours of work: Between 8:00 & 19:00

Benefits:

• Competitive salary
• 25 days holiday, plus bank holidays (33 days)
• Paid overtime
• Pension scheme
• Life Assurance cover
• Employee Assistance Scheme