Resident Services Associate

• Deliver first-class customer service to residents and guests
• Act as a primary point of contact for all resident enquiries
• Proactively gather and respond to resident feedback
• Manage incoming and outgoing post and parcels
• Coordinate bookings and upkeep of resident amenity spaces
• Handle noise complaints, escalating where appropriate
• Foster a strong community through events, communication, and engagement initiatives
• Support resident communications via social media and resident portals
• Assist with open days and resident events
• Coordinate resident services (both in-house and via third parties)
• Support customer surveys and contribute to continuous improvement initiatives
• Conduct viewings for prospective residents
• Qualify and respond to leasing enquiries
• Ensure applicants complete all required documentation (Right to Rent, KYC, etc.)
• Manage move-in processes including inventories, meter readings, and key handovers
• Handle key management and replacements
• Maintain accurate parking records
• Coordinate tenancy inspections (mid-term and end-of-tenancy)
• Update inventories and resolve any issues raised
• Assist with rent and parking charge collection (credit control support)
• Logging maintenance issues
• Ensuring all enquiries and repair issues are dealt with in line with agreed service levels
• Ensure maintenance issues are prioritised and closed promptly with the FM team
• Carry out security walks and building inspection walkarounds as and when required
• Ensure the security of the building is always maintained
• Health and Safety compliance - to include regular system testing and gym checks
• Ensure the building is a safe environment in which to live and work and that company procedures manage it
• Record contractor visits and complete on-site reports to include daily activity logs
• Keep a register of works carried out and issue permits to work
• Ensure communal areas, such as bin stores, car parks, and cycle stores, are maintained and well-kept

• Proficiency in Microsoft Word, Excel, Outlook, and booking systems
• Strong understanding of on-site health and safety requirements
• Excellent organisation, attention to detail, and communication skills
• A proactive, positive, and professional approach
• ARLA, TPI, or COSHH qualifications (desirable – training can be provided)

ARLA, TPI, or COSHH qualifications (desirable – training can be provided)

• 33 days holiday (pro rata) + the option to buy 5 more
• Up to 5% matched pension scheme
• 3x salary life assurance (option to increase to x4)
• Employee Assistance Programme (EAP)
• 24-hour Digital Doctor access
• Health Assured Wisdom App
• Competitive parental leave
• Discounts platform with hundreds of retailers, restaurants, and gyms