Resident Service Co-Ordinator - Birmingham

PMR are seeking a Resident Service Co-Ordinator to work with our client a national Build to Rent provider at their Birmingham development to support the General manager and senior resident service associate in a multitude of administrative tasks to deliver outstanding customer service to our residents whilst creating a superb first and lasting impression of our community for all residents and visitors.

Responsibilities:

• Handle all property leads and enquires, book viewings and gain viewing feedback
• Processing and progressing applications, preparing the lease and move-in package, and ensuring a smooth resident move-in and signing process.
• Handle and respond to incoming emails from residents, applicants and colleagues
• Use and monitor internal trackers to ensure smooth application, tenancy and property management
• Track and assist with apartment and communal maintenance
• Assist with administration of renewals and rent arrears
• Day to Day concierge type services as required by the Development such as handling parcels, delivering post and other reasonable requests.
• Monitor and update online marketing through the development's dedicated website, along with portals such as Rightmove and Zoopla.
• Co-manage the dedicated social media accounts related to this community.
• Completing appropriate Right-to-Rent and immigration checks and ensuring all documents provided are certified in line with Government issued code of practices. Ensuring deposits are registered with the relevant protected schemes within the necessary timeframe.
• To ensure customer information is handled in line with the General Data Protection Regulation (GDPR) legislation and in line with GDPR policy.
• Deliver an exceptional experience to every person, beginning with an unmatched first impression and building rapport with other team members, visitors, investor and clients, and both prospective and current residents
• Co-host weekly and seasonal community events on site
• Respond quickly and courteously to resident concerns and questions, and take prompt action to solve problems and/or document and convey resident or other requests to the appropriate individual.
• Identify areas for improvement and offers suggestions and recommendations to optimise efficiency and productivity and crucially, how to maximise customer satisfaction.
• Manage and escalate complaints/problems/issues arising from Residents, ensuring that all complaints are dealt with quickly. This requires strong and efficient communication skills, maturity, an abundance of common sense and the ability to stay calm in a crisis.
• Keeps abreast of current changes in technology, processes, and standards within the industry and area of responsibility by attending internal and external training classes, research and/or subscribing to the internet or other professional publications, or utilising other appropriate methods to obtain business and professional information, and applying knowledge and practices to the areas of responsibility
• Ability to keep sensitive information highly confidential at all times

Experience:

• Minimum of one year administration and customer service experience
• Demonstrated ability to read, write, and communicate effectively to comprehend and complete legal documents
• Proficiency and fluency in using the internet for marketing, advertising, and sales-related circumstances
• Excellent written and spoken English
• IT skills including MS Word, Excel & Outlook (training will be provided for our internal database system)