Resident Services Assistant - Build to Rent

Kangaroo Works is a new BTR scheme in Sheffield consisting of 365 residential apartments. The Resident Services Assistant (RSA) will assist in driving the performance of the site through working together with the on-site team to achieve the same goals, whilst delivering an industry leading resident experience.
The RSA will take ownership of all tasks assigned to them and do so with a can-do attitude and a people first approach to the role. This role will collaborate with the Community Manger and other teams across the UK to ensure that KPI's are achieved to include lettings, minimising rental debt, budget management, robust health and safety management, and positive resident reviews, whilst maintaining the highest of standards on site.

Key Responsibilities and Activities

Site Management:

• Communicate well with colleagues to ensure you work together as a team and take an enterprising approach to the role.
• First point of contact/front of house presence for Hairpin House.
• Co-ordinate, instruct and allow access for services to the development.
• To be responsible for all deliveries to main reception, by receiving, safekeeping and issuing of all parcels/registered mail in line with the company procedure.
• Carry out specific daily/weekly tasks as agreed with the Community Manager.
• Conduct viewings of apartments using set sales processes/procedures and ensure sales are closed in a timely manner

Customer Service:

• Provide outstanding customer service to residents.
• Ensure a warm, welcoming, helpful, efficient, and responsive reception service for residents, telephone callers and visitors to Hairpin House.
• Manage and respond to general enquiries via phone, email and other channels.
• Assist with resident engagement strategies to ensure a strong resident community is built and maintained.
• Record, monitor and respond to any resident feedback.
• Assist with resident communications through multiple channels.
• Ensure resident issues and service requests are addressed and dealt with quickly, efficiently, and professionally.
• Promote and encourage a neighbourly and community atmosphere.
• Meet and interact with residents in a customer friendly and professional manner.
• Seek ways to exceed service expectations of residents and enhance the brand.
• Achieve positive resident reviews on various online platforms to include but not limited to home views and Google.
• Assist with executing the smooth running of all aspects of the community.
• Provide an information service for the local area.
• Ensure all reception/admin requests are well managed and the reception desk is manned from the hours of 8am until 8pm (on a rota basis).
• Take ownership of the reception/communal areas and ensure they are kept clean, tidy, and well-presented at all times.

Marketing, Social Media, Events & Community Presence:

• Post frequently on social media platforms ensuring content is aligned to the brand manifesto.
• Drive the highest rates of retention and community engagement.
• Support the overall marketing/leasing efforts and offer input and suggestions regarding promotions, advertisements, and pricing.
• Assist with regularly reviewing competitor activity and provide robust reporting to evidence this.
• Assist with planning and hosting networking events to create and forge new relationships within the community.
• Promote events/give-aways to residents to ensure they are deemed successful.

Facilities Management and Health & Safety:

• Ensure all risks to visitors, staff and residents are removed or reported.
• Ensure security and emergency procedures are always adhered to, taking an active role in the event of an emergency, and reporting any concerns.
• Assist with turnaround of vacant apartments, including check-out reports, schedule of cleaning, repair, and maintenance.

Education, Qualifications & Experience:

• Experience in a similar role, preferably in either BTR or PBSA.
• Administrative experience in a client facing service industry.
• Experience of business development/sales and/or facilities and/or financial knowledge including credit and cost control would be desirable.
• Strong understanding of business planning in terms of process and presentation.
• Basic understanding of landlord and resident relationship.
• Basic health and safety knowledge.
• Effective planning and time management.
• Excellent English language skills - both written and spoken.
• IT literate - MS Office at intermediate level and other relevant software a level to undertake the role satisfactorily.
• Familiarity with social media platforms.

Rota basis Monday - Saturday covering shifts between 8am - 8pm