Resident Services Associate - North London

PMR are seeking an enthusiastic and customer service orientated Resident Service Assistant for our client's build to rent scheme in North London for a 6 month Fixed Term Contract starting on the 18^th October. The Resident Service Assistant is a key part of the team with the responsibility of providing an exceptional level of customer service and a hands-on approach to the resident journey. The role requires a proactive approach to the duties and responsibilities detailed below.

Duties and Responsibilities:

• First point of contact for residents, contractors and visitors.
• Assist in coordinating the day to day running of the building, liaising with residents to ensure all relevant information is communicated correctly and efficiently. Ensure the daily log is completed and forwarded on a daily basis.
• Ensure that any requests/complaints from residents are dealt with in the correct manner taking messages where appropriate and delivering them to the relevant person.
• Providing a knowledgeable and friendly welcome to all residents and guests and ensure any messages, mail or correspondence passed to them promptly.
• Answering queries via telephone, email or face to face in a professional and confident manner.
• Managing post and parcels for our residents efficiently and carefully, logging all signed for deliveries.
• Create and prepare documents, standard letters and other correspondence using Microsoft Office software.
• Assist in ensuring the diary and handover book are kept up to date and document all relevant information to ensure a smooth and professional handover between shifts.
• Have a working knowledge of all equipment used within the development and apartment services (eg cooker, heating, white goods etc). Carry out all prechecks and set all equipment to standard operating parameters, carry out standard servicing of apartment equipment.
• Keeping our booking system updated and in line with GDPR policies and procedures
• Working closely with the Resident Service Supervisor and Resident Service Manager in delivering exceptional customer service
• Keeping the reception desk and entrance lobby clean and presentable
• Understanding and following our Health and Safety policy, operational procedures, risk assessments and any other policies and procedures
• Undertake Health and Safety courses or others required by the business.
• Carry out all Health and Safety checks within the property, documenting these, weekly fire test, Emergency lighting checks, Boiler checks etc.
• Responding to and logging enquiries, working with the Resident Service Supervisor or Resident Service Manager where needed
• Ensure the circulation and distribution of all relevant information to the residents
• Raising maintenance requests for residents and communicating with the maintenance team
• Handling and logging complaints professionally and compassionately, escalating them to the Residence Service Manager for resolution
• Prepare each apartment for move in, checking all operational services in working order, produce Inventory List and welcome packs.
• Supporting the process of check-ins and check-outs. Carry out pre-move out inspection, check out with residents, prepare apartment and coordinate all maintenance, cleaning and inventory requirements for re rental
• Arranging mid-tenancy checks and maintenance requests
• Support the Lettings Team with viewings at the site
• Carry out regular site inspections of all amenity and communal areas and document/report any issues
  
  

Working pattern:
5 over 7 days
Shifts are 7am-4pm, 11am-8pm, including weekends