Resident Engagement Assistant - Wembley

PMR are seeking a Resident Engagement Assistant to ensure a high standard of customer service with a focus on community and resident wellbeing. You will be responsible for providing administrative support to maximise customer satisfaction and occupancy for the building. Along with the other Engagement Assistants, you will be the first point of contact on the main reception desk, dealing with all front-line queries both in person, over the telephone and via digital communication channels. An ability as a methodical multi-tasker is essential.

• Lead front of house and telephone support; managing and dealing with day-to-day queries.
• Develop and maintain relationships with the tenants. Ensure that a high level of customer service and satisfaction is achieved through managing and meeting customers' expectations and service levels, and in line with own procedures.
• Arranging and develop the tenant experience through, programming, initiatives, events and administration.
• Actively engage with tenants through various online platforms, responding to news feeds posts, direct messages and posting regular on the news feed and other social media platforms.
• Maintain visual promotions of up and coming programming/events and community lead initiatives.
• Be proactive and inform the management team of any problems and situations arising.
• Ensuring customer expectations and satisfaction is achieved in line with agreed service level agreements and own procedures.
• Actively seek and act on tenant feedback to improve services.
• Ensure visitors and contractors are signed in and out of the site in accordance with procedures.
• Deliver best-in-class service to ensure tenant satisfaction and retention, ensuring a high standard of customer service at all times.
• Maintain systems with up-to-date customer feedback and personal preferences.